HCLTech – Hungary

Analyst (Non-Voice)

HCLTech – Hungary  •  Onsite  •  2 hours ago
Apply
AI can make mistakes so check important info. Chat history is never stored.

Job Description

Job Summary

  • Leverage OEM remote diagnostic tools and processes, including workflows, repair manuals, and knowledge articles
  • Act as the highest onsite point of contact for technical questions for your assigned team and provide advanced technical troubleshooting, in coordination with OEM level 2 and level 3 engineering team on repair guidance and process enhancements
  • Ability to deescalate dealer technicians when disagreements arise
  • Ensure seamless and friction-less issue closure with focus on the accurate and timely solution provided to the technicians
  • Seek support from and liaise with other cross-functional teams concerned with diagnosis, primarily Engineering, Quality, OTA (Over-the-air)
  • Provide insights in a timely and professional manner on any issues that prevent the completion of tasks and achievement of SLA and targets
  • Respond and act in a timely professional manner to any critical client communications
  • Proactive coordination of multiple ticketing environments

Key Responsibilities

  • Leverage OEM remote diagnostic tools and processes, including workflows, repair manuals, and knowledge articles
  • Act as the highest onsite point of contact for technical questions for your assigned team and provide advanced technical troubleshooting, in coordination with OEM level 2 and level 3 engineering team on repair guidance and process enhancements
  • Ability to deescalate dealer technicians when disagreements arise
  • Ensure seamless and friction-less issue closure with focus on the accurate and timely solution provided to the technicians
  • Seek support from and liaise with other cross-functional teams concerned with diagnosis, primarily Engineering, Quality, OTA (Over-the-air)
  • Provide insights in a timely and professional manner on any issues that prevent the completion of tasks and achievement of SLA and targets
  • Respond and act in a timely professional manner to any critical client communications
  • Proactive coordination of multiple ticketing environments

Skill Requirements

Able to work shifts within our hours of operation:

o Monday: Friday, 8:30 AM – 8:00 PM ET

o Saturday: 8:30 AM – 5:00 PM ET

  • Basic level automotive diagnostic and troubleshooting experience
  • Comfort with Microsoft Office applications and (Intermediate typing skills (~25 WPM).
  • Multitasking in a fast-paced digital environment
  • Attention to detail in capturing case information in a digital environment.
  • Being able to think critically about a customer's complaint and identify solutions based on

SOPs and process guidelines.

  • Customer service experience. The ability to truly understand customers to strive for providing

great service.

  • Clear communication skills. The ability to communicate clearly when working with customers.

Good writing with the ability to convey nuance. Usage of complete sentences and proper

grammar.

  • High school diploma or equivalent

Preferred

  • A love of cars
  • Previous automotive diagnostic experience
  • One or more years of contact support center experience

Other Requirements

null

HCLTech – Hungary

About HCLTech – Hungary

HCLTech is a global technology company, home to more than 226,600 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 September 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.

Industry
IT & Software
Company Size
51-200 employees
Headquarters
Budapest, HU
Year Founded
2006
Social Media