Back Office Specialist with Spanish Contrat : CDI

HCLTech is a global technology company, home to more than 220 755 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2024 totaled $13.8B. To learn how we can supercharge progress for you, visit hcltech.com.

We have been recognized as a Global Top Employer by the Top Employers Institute for the second time in a row for outstanding HR policies and best practices worldwide. We have also been certified as a Top Employer in 26 countries across three regions, Asia Pacific, Europe & Africa and North America.

These accolades re-affirm our commitment to our people by helping them maximize their potential and building an inclusive and progressive workplace that help our employees find their spark. To learn how we can supercharge progress for you, visit hcltech.com/careers.

HCLTech 's Global Delivery center in Morocco was launched in 2022, currently developing our tech presence in Sala Al Jadida (Technopolis Rabat Shore).

HCLTech received "Feel Good" 2024 label at the 2024 Employer Brand ceremony for having a transparent communication around their corporate culture.

Support Xerox operations, ensuring that the service coordination of Xerox technicians is effective and functioning properly. It is expected from a TSOS Back Office Specialist to create/escalating tickets to the appropriate teams and coordinate with front desk and technician managers a proper resolution. The ideal candidate will be a self-starter with excellent communication and negotiation skills, someone who is highly attentive to all stakeholder requests, and able to prioritize client-driven tasks.

Customer Support

• Provide technical support to clients on print devices by email and phone.
• Support administrative tasks in relation to service interventions: ticket/request processing, email and phone call handling, workload monitoring, prioritization, and reporting.
• Support device ordering and technical replacement
• Support daily operational management of the service and SLA management
• Enter device sales orders for contract adds/renewal.
• Create contracts in the system by partnering with sales and emailing customers with their Call ID and all the required information for customers' reference.
• Implement and meet established cost targets, through negotiating with stakeholders and ensuring strict process compliance of all other KPIs.
• Create and maintain strong working relationships with external Service Providers and Field Managers, to meet and exceed field metrics.
• Contact stakeholders and their dedicated stakeholder support service team, to negotiate the best possible arrival time for Service Providers to complete necessary product upkeep.
• Identify barriers that limit the working capacity of external Service Providers and communicate with field management to implement fixes to service issues lowering the optimization of workload efficiency and call queue management. Maintain this process until the service issues are resolved.

ADHOC

• Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.
• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.
• Participate in business meetings and general inputs in day-to-day improvements.

Min/Preferred Education Level

• Minimum Highschool Graduate - Secondary School Completion Equivalent
• Preferred College Graduate – Bachelor’s degree in any course

Additional Skills Required
Languages English and Spanish (fluent - B2/C1)
MS Suite

Candidate Background: Skills, Knowledge, and Abilities:

Minimum Ability to work with minimal supevision highly self-motivated.
Minimum Proven track record in the delivery of high quality customer service
Minimum High level of PC Literacy & Microsoft Office software with emphasis on Excel capabilitites
Minimum Strong Team Player
Minimum Ability to perform and make informed decisions under pressure
Minimum Ability to meet tight deadlines
Preferred Negotiation and conflict management skills
Preferred Business Communication Skills
Preferred Understand the breadth of Xerox products, solutions, and services (key offerings) and the resources that support delivery of the services.
Preferred Partner management (internal and external partners)
Preferred Basic Technical Skills
Preferred Ability to generate reports suitable for Management presentation/audit
Preferred Eye for detail with high level of accuracy. Data Analysis of large data sets and making sense of the data
Preferred Ability to follow process strictly in a step-by-step manner and execute commands with precision and with zero errors.
Preferred Excellent Communications skills, both verbal and Non-Verbal. Ability to engage socially with clients, partners, and ability to comprehend requirements and share their point of view and ask questions to understand and explain your point of view. It is also demonstrating the ability to operate within a team and participate on Conference calls.