At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

Global Employee Contact Centre – Customer Experience Specialist

Department:

Technology @ Lilly

Location:

Eli Lilly, Hyderabad

Position Type:

Full-Time

Level:

P1

At Technology @ Lilly, we define success by the employee experience, working backward from their needs to our solutions. While our commitment to a digital-first model is transforming how we deliver IT services, we know that truly exceptional support requires empowered problem solvers, not just process followers. As a Contact Centre Customer Experience Specialist, you are the primary advocate for our workforce, utilizing intelligent tools to restore confidence and productivity.

**This role is designed for the ambitious. We are looking for individuals who are obsessed with the customer experience.**In this role, you will be a key frontline contributor, empowered to look beyond the immediate issue to solve the root cause. You will use your judgment to navigate ambiguity, delivering a memorable and personalized experience that earns trust. If you are ready to take ownership of the customer journey, we want you on our team.

Key Responsibilities:

IT Support & Troubleshooting

• Act as the first point of contact for IT-related issues via chat and phone support.

• Diagnose and resolve device, application, and access-related problems using remote desktop tools.

• Leverage endpoint management platforms to perform real-time diagnostics and issue resolution.

Automation & Self-Service Enablement:

• Guide users to resolution through AI chatbot and other self-help channels.

• Promote adoption of AI-powered workflows to reduce avoidable contacts and improve efficiency.

• Document troubleshooting steps and identify gaps in knowledge base content.

Ticketing & Documentation:

• Create and manage tickets in Service Now with complete issue context and configuration item linkage.

• Collaborate with escalation teams to ensure smooth ticket handoff and timely resolution.

• Maintain ticket hygiene and ensure accuracy of support data.

Experience Monitoring & Trend Identification:

• Use endpoint tools and chatbot transcripts to identify recurring issues and service improvement opportunities.

• Contribute to feedback loops that inform automation, knowledge base updates, and process enhancements.

Qualifications

• Bachelor’s degree in computer science, Information Systems, or a related technical field (preferred).

• 1–2 years of experience in IT support or service desk roles in a corporate or global environment.

• Working knowledge of ITSM platforms (e.g., Service Now), remote desktop tools, and end-user support technologies.

• Availability to work flexible work hours is/may be required. This team will support continuous operations across two shifts and therefore, this **role **will require non-standard work hours, and some work on weekends and holidays.  Appropriate adjustments in benefits will be provided for employees working non-standard hours where applicable.

Key Competencies & Personal Attributes:

• Customer Obsession: Start with the employee and work backward. You do not view users as tickets to be closed, but as customers to be delighted. You work vigorously to earn and keep their trust, understanding that technical uptime is useless if the human user is frustrated

• Intuitive: You are a leader, who doesn’t have to follow scripts. You operate with high judgment and intuition. You recognize that rigid processes often fail in unique situations, so you adapt instantly. You never say "that's not my job" or "I'm just following the protocol" if it leads to a poor outcome.

• Memorable Service Delivery: Good service isn’t enough; you aim for exceptional. You possess the unique ability to make IT support feel seamless, personalized, and memorable. Users remember your name not because you fixed their laptop, but because of how you made them feel during the process.

• Earn Trust: You listen attentively, speak candidly, and treat users with respect. You strip away technical arrogance and jargon, communicating with absolute clarity. You acknowledge your mistakes, fix them, and ensure the user feels understood, not just "processed."

• Proactive Curiosity: You never settle for the "quick fix" if it leaves the root cause unresolved. You are constantly asking "why" and looking for ways to prevent the next call. You champion the adoption of AI and self-help tools not to avoid work, but to empower users to succeed independently.

What Success Looks Like In First Year:

In this role, success means:

• You become the "Go-To" problem solver, trusted by the team and employees alike to handle sensitive or complex situations with discretion, speed, and a high degree of emotional intelligence.

• Users leave every interaction feeling relieved and empowered, specifically citing your empathy and clarity in their feedback.

• You consistently resolve issues on the first contact because you intuitively ask the right questions immediately, without needing to follow a decision tree.

• The "Script" is rendered obsolete by your ability to have natural, fluid, and highly effective troubleshooting conversations that get to the heart of the issue faster than standard protocols.

• Adoption of automation and self-service tools increases because you have successfully coached users on how to leverage these resources for their future benefit.

• Recurring issues are identified early because you pay attention to patterns in chatbot transcripts and endpoint data, flagging them before they become widespread problems.

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

#We Are Lilly