Senior Customer Support Analyst German - CDD | Rabat (Morocco)

Company culture :

HCLTech operates within a predominantly competitive and performance-driven culture, where ambition, challenge, and the achievement of measurable goals are central to success. The company promotes self-improvement, competitiveness, and a strong customer focus, with a clear emphasis on results and market positioning. This performance-driven environment is strongly supported by a robust innovation dimension, encouraging initiative, experimentation, and agility. It is further complemented by a collaborative culture focused on people development and teamwork, while structured processes play a more secondary role.

Job :

About the Role

We are seeking a Customer Support Analyst to help customers successfully adopt and get the most value from Cisco IQ. In this role, you will combine customer support, onboarding, and platform adoption activities to make sure customers have a smooth experience. You will talk directly with customers, give advice on the platform's features, solve onboarding problems, and work with our internal teams to get good results.

Key Responsibilities

• Support customers during their Cisco IQ onboarding, platform setup, and adoption process.
• Reach out proactively through calls, emails, webinars, and online meetings to connect with customers and offer help.
• Provide onboarding sessions, product demos, and customer reviews.
• Answer customer questions and fix problems related to onboarding or the platform.
• Work with different teams to solve customer issues and make sure problems are fixed quickly.
• Track the progress of onboarding, customer engagement, and how well customers are using the platform.
• Collect customer feedback and keep accurate records in CRM and customer management systems.
• Make sure to follow up with customers on time and communicate clearly.
  

Required profile :

What We're Looking For

• 2-4 years of experience in Customer Support, Technical Support, Customer Operations, Account Management, or other roles that involve working directly with customers.
• Experience talking to customers through outreach and engagement activities.
• Good communication, presentation, and problem-solving skills.
• Experience using CRM tools and customer management platforms.
• Basic understanding of technology, SaaS platforms, and how networks work.
• Ability to handle many tasks at the same time in a busy environment.
• A strong focus on customer service and the ability to build good relationships with customers.
• Fluent English (written and spoken).
• German language skills are highly preferred.

Nice to Have

• Familiarity with Cisco technologies like Meraki, Webex, Intersight, SD-WAN, or similar business platforms.
• Experience with reporting, looking at data, and tracking performance.
• Experience with customer onboarding or technical support.

Key Competencies

• Focus on the customer
• Strong sense of ownership and responsibility
• Proactive in solving problems and reporting issues
• Working well with different teams
• Excellent organization and follow-up skills
• Ability to balance customer support and platform adoption goals