HGS is a global provider of technology, AI, and business services that helps organizations transform with confidence. At HGS, we combine technology, AI, and human expertise to deliver Intelligent Experiences that drive growth and transformation. Our strong foundation in CX enables us to create impactful solutions across industries. Through our Realized AI approach, we deliver practical innovation with measurable outcomes. Part of the multi-billion-dollar Hinduja Group, HGS takes a “globally local” approach with 18,000+ employees across 10 countries and 30 delivery centers.”

Duties and Responsibilities

• Monitor inbound assistance requests through the Zendesk help desk platform.

• Triage and prioritize support requests based on urgency and impact.

• Respond promptly and efficiently to inbound support inquiries.

• Provide basic training and guidance to clients and service providers on the client's application.

• Partner with Facility Managers to coordinate service delivery.

• Add vendors to assigned locations as needed.

• Guide vendors on proper processes and procedures.

• Manage compliance with scheduled maintenance services.

• Review work order requests and identify cost-saving opportunities related to asset or equipment repairs (e.g., warranty coverage, landlord responsibility).

• Maintain accurate documentation for every assigned request.

Qualifications and Experience

• Facility maintenance knowledge, customer service experience, and software support experience are preferred.

• Experience in a client-facing or client management role.

• At least three (3) years of experience in customer support/technical support/customer success.

HGS is an equal opportunity employer committed to fostering diversity, equity, and inclusion. We do not discriminate based on race, ethnicity, religion, gender, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We believe a diverse workforce drives innovation and helps us better understand and serve our global customers and communities.