محلل دعم العملاء الأول - CDD | الرباط (المغرب)

Job description

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 maximize the value of Cisco IQ. In this role, you will combine customer support, onboarding, and platform adoption activities to ensure a seamless customer experience. You will engage directly with customers, provide guidance on platform capabilities, resolve onboarding challenges, and collaborate with internal teams to drive successful outcomes.

Key Responsibilities

• Support customers throughout their Cisco IQ onboarding, platform activation, and adoption journey.
• Conduct proactive outreach through calls, emails, webinars, and virtual meetings to engage customers and provide guidance.
• Deliver onboarding sessions, product demonstrations, and customer reviews.
• Respond to customer inquiries and troubleshoot onboarding or platform-related issues.
• Collaborate with cross-functional teams to resolve customer concerns and ensure timely issue resolution.
• Track onboarding progress, customer engagement activities, and platform adoption metrics.
• Capture customer feedback and maintain accurate records in CRM and customer management systems.
• Ensure timely follow-up and effective communication with customers.
  

Required profile :

What We're Looking For

• 2-4 years of experience in Customer Support, Technical Support, Customer Operations, Account Management, or other customer-facing roles.
• Experience interacting with customers through outbound outreach and engagement activities.
• Strong communication, presentation, and problem-solving skills.
• Experience working with CRM tools and customer management platforms.
• Basic understanding of technology, SaaS platforms, and networking concepts.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong customer service mindset with the ability to build positive customer relationships.

Nice to Have

• Familiarity with Cisco technologies such as Meraki, Webex, Intersight, SD-WAN, or similar enterprise platforms.
• Experience with reporting, data analysis, and performance tracking.
• Exposure to customer onboarding or technical support environments.

Key Competencies

• Customer-focused approach
• Strong ownership and accountability
• Proactive problem-solving and issue escalation
• Cross-functional collaboration
• Excellent organization and follow-up skills
• Ability to balance customer support and platform adoption objectives