Customer Support Specialist - Brazilian Portuguese Speaker

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 222,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

If all this sounds like an environment, you’ll thrive in, then you’re in the right place. Join us on our journey to advancing the technological world through innovation and creativity.

Your Role & Responsibilities

To provide information to customers regarding their queries and troubleshoot the issues as per defined SLAs, able to work independently and efficiently to meet SLA, Able to comprehend the request of the customer and meet the quality standard.

•Opening, creating request, triaging of tickets covering information request, service request and complaints

• Creating customer profiles in Team Play

• Providing basic Platform usage training

• Other back-office activities

•Own the allocation and deployment of field service resources to meet customer commitments in a dynamic, fast-paced environment.

•Manage end-to-end customer communications for all service events, including navigating complex scheduling discussions.

•Apply prioritization logic aligned with customer commitments and operational requirements.

•Serve as a decisionmaker for field resource deployment while coordinating closely with field management.

•Demonstrate strong influencing and collaborative skills when working with internal and external stakeholders.

•Utilize problem-solving and critical thinking skills to reprioritize activities and resources as conditions change.

•Support complex service-related projects and determine critical paths to improve performance and timeliness.

•Ensure accurate, thorough, and timely documentation to support downstream teams and operational continuity

•Meeting Quality Scores, SLAs and bringing Innovation and Process Improvement

•The individual should be able to work effectively in team whilst enthusing others to do the same for achievement of common goals of the team

•To consistently meet or exceed all agreed Productivity parameters as defined for the process

Required Skill:

•Team oriented/team player

•Situational/contextual awareness with the ability to understand the impacts of one’s work.

•Excellent critical and analytical thinking abilities

•High attention to detail, and high level of professionalism

•Strong organizational, time and workflow management skills

•Ability to act as a Change Agent by promoting change management, customer focus, integrity, and ownership

•Preferred dispatch, scheduling, or workforce coordination experience

•Preferred experience in medical device or healthcare environment

Required Language Thresholds:

• Brazilian Portuguese: (Native/C2 Level)
• English: (B2/C1 Level)

Why Us

• Permanent contract
• Competitive salary
• Private health and life insurance from day one in the company
• Working hours: 24/7 rotating shift schedule
• Meal allowance on card/voucher

Equality & Opportunity for All

As a company with employees representing 161 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.

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