About the Role
Join HCLTech as a Customer Support Analyst to help customers successfully adopt and maximize the value of Cisco IQ. You will combine customer support, onboarding, and platform adoption activities to ensure a seamless customer experience, engaging directly with customers and collaborating 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
What We're Looking For
- 2-4 years of experience in Customer Support, Technical Support, Customer Operations, Account Management, or similar customer-facing roles
- Experience with outbound customer 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 ability to build positive customer relationships
- Fluent English (written and spoken); German language proficiency highly preferred
Nice to Have
- Familiarity with Cisco technologies such as Meraki, Webex, Intersight, or SD-WAN
- Experience with reporting, data analysis, and performance tracking
- Exposure to customer onboarding or technical support environments
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