Senior Customer Support Analyst - CDD - Rabat

Company :

HCLTech is a global technology company, home to more than 223 000 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 March 2025 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.

Company culture :

HCLTech operates within a predominantly competitive and performance-driven culture, where ambition, challenge, and the achievement of measurable goals are central to success. The company promotes self-improvement, competitiveness, and a strong customer focus, with a clear emphasis on results and market positioning. This performance-driven environment is strongly supported by a robust innovation dimension, encouraging initiative, experimentation, and agility. It is further complemented by a collaborative culture focused on people development and teamwork, while structured processes play a more secondary role.

Job :

About the Role

We are seeking a Customer Support Analyst to help customers successfully adopt and maximize the value of Cisco IQ. In this role, you will combine customer support, onboarding, and platform adoption activities to ensure a seamless customer experience. You will engage directly with customers, provide guidance on platform capabilities, resolve onboarding challenges, and collaborate 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.
• Ensure timely follow-up and effective communication with customers.
   

Required profile :

What We're Looking For

• 2-4 years of experience in Customer Support, Technical Support, Customer Operations, Account Management, or other customer-facing roles.
• Experience interacting with customers through outbound 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 the ability to build positive customer relationships.

Nice to Have

• Familiarity with Cisco technologies such as Meraki, Webex, Intersight, SD-WAN, or similar enterprise platforms.
• Experience with reporting, data analysis, and performance tracking.
• Exposure to customer onboarding or technical support environments.

Key Competencies

• Customer-focused approach
• Strong ownership and accountability
• Proactive problem-solving and issue escalation
• Cross-functional collaboration
• Excellent organization and follow-up skills
• Ability to balance customer support and platform adoption objectives
   

Head office address :

Desired personality traits :

Respect of the rules Will to persuade Emotional distance Tenacity Need for action Team work Involvement at work Organization