Customer Success Champions || HCLTech

Job Description – Customer Success Champions

Location : Hyderabad

Shift : US Shift timings

Job Summary

We are seeking Customer Success Champions to support our Partner Support Operations. This role acts as the first line of BPO technical and operational support, ensuring smooth functioning of the project, quick issue resolution, and enhanced productivity, service quality, and customer satisfaction.

You will serve as the bridge between agents and Customer Success Enablers (L2 teams) , providing instant troubleshooting, coordinating fixes, and promoting self-help practices.

Key Responsibilities

Act as the first point of contact for POC agents to identify and resolve technical issues.

Provide instant technical troubleshooting (desktop / thin client, session re-initiation, clearing resources).

Escalate unresolved issues to L2 teams with complete details and artifacts.

Coordinate with onshore / offshore business & technical teams for issue resolution.

Share daily / weekly reports on issues raised, resolved, and pending.

Verify and confirm resolution efficacy onsite before ticket closure.

Contribute to decision trees, SOPs, and self-help guides for recurring issues.

Communicate updates on system releases, maintenance, and fixes to PSO.

Collaborate with CS Champions across centers to replicate best practices.

Maintain professional communication via calls, emails, and reports.

Experience & Skills

Minimum Requirements

5+ years of experience in a Telecom process (preferably US).

Excellent English communication skills (email, phone, presentations).

Strong knowledge of Telecom Contact Centre tools (IVR, Soft Phones, CRM, Chat, Email platforms).

Experience in individual contributor roles handling multiple stakeholders.

Proficiency in creating reports, SOPs, and process documents.

Willingness to work in rotational shifts (including US hours).

Preferred Skills

Prior experience in Wireless & Wireline Customer Care or Technical Support.

Exposure to Live Engage, Cisco Jabber, Citrix.

Knowledge of BI tools (Tableau, PowerBI).

Familiarity with monitoring tools for servers.

Experience in process & quality management.

Hands-on with G-Suite (Sheets, Slides, Gmail, Slack).

Prior Team Lead / Assistant Manager experience in US Telecom processes.

Education

Minimum : Bachelor’s degree (any discipline)

Preferred : Master’s degree