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Google Support Engineer with Spanish

  • Kraków, małopolskie
  • Specjalista
  • 09.01.2019

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.

    HCL is a business enterprise with presence in the fields of technology and healthcare. Founded in 1976 as one of India's original IT garage startups, the HCL enterprise currently comprises three companies in India - HCL Technologies, HCL Infosystems and HCL Healthcare with annual revenues of US$ 6.5 billion and over 95,000 professionals from diverse nationalities operating across 31 countries including over 500 points of presence in India. In the technology space, HCL’s offerings span a wide range of software and hardware services and solutions including R&D, Technology Services, Enterprise and Applications Consulting, Remote Infrastructure Management, IT Hardware, Systems Integration, Distribution of Technology and Telecom Products. A new entrant in Healthcare, HCL aims to provide innovative medical services, products and training to meet the growing demand for quality Healthcare in India. 

    In Poland we started our operations in 2007. Our operation in Poland primarily revolves around the global technical support centre through which we provide multilingual Infrastructure Management Support to our clients. Apart from providing multilingual technical support in 15 languages, we also work on technology based projects for our clients.

    Due to our growing business needs we are looking for:

    Google Support Engineer with Spanish
    Workplace: Kraków
    Google Office Main Square

    Responsible for providing FPOC functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. Liaises with other support teams, or product teams as required to resolve requests/issues in a timely manner and ensures proper documentation, notification, escalation, tracking and follow up of all incidents.

    Key Responsibilities

    • Assists with customer requests or issues and follows defined procedures to complete the call or email transaction. Able to represent and explain various technical functionalities clearly and accurately to an audience with varied technical background.
    • Transfers a call promptly or escalates to the responsible party for proper handling.
    • Reports application issues, document troubleshooting efforts and opportunities for product improvement.
    • Develops and maintains knowledge management tools, client information systems, and service desk procedures
    • Understands Service Level Agreements and supports the achievement of set targets.
    • Able to probe and gather customer requirements effectively
    • Proactively identifies operational areas to improve upon including call flows, processes, escalation paths, etc
    • Works with SMEs and leads to handle complex client cases
    • Identifies gaps, mistakes and areas for improvement in the help center and other documentation.


    • Customer Service Skilled
    • Technical Support Skilled
    • Written and Verbal Communications Skilled
    • Probing (Issue Identification) Skilled
    • Issue Resolution and Escalation Management Skilled
    • Problem Solving Skilled
    • Self-Management Experienced
    • Decision-Making Skilled
    • Organizational Skills Experienced
    • Multi-Tasking / Time Management Expert
    • Analytical Thinking Skilled
    • Internet Technology Savviness Skilled

    Attainment and requirement

    • Standard Hiring Profile on Local Educational Requirements
    • Must be able to speak English fluently (C1) as a second language and be a C1/C2 speaker of Spanish
    • Candidate must have Technical understanding of Domains Management Function, DNS servers, Building a Website, Managing a Blog and/or Website and /or general knowledge of website functions.

    Skills and Experience

    • Strong Customer service skills.
    • Must have previous working experience in a call center/ tech support set-up or other related customer service work experience (Voice Support and/or Email and Chat Support) (minimum requirement is 2 years or depending on local hiring standards)
    • Preferred previous experience in supporting a related technical account (Web hosting, DSL support, Domain Registration Management, IT support help desk)
    • Able to multi task, talk and type.
    • Willing to work in shifting schedules (8h long shifts covering 10am – 10 pm)

    Please apply via application button.

    We thank all interested candidates for their applications. We reserve the right to contact only selected candidates. Only those applications that include the candidate's consent to process personal data, in accordance with the Data Protection Act as of 29 August 1997 (Journal of Acts of 2002, No 101, pos. 926 with later amendments) will be considered.