Administrator (Support & Operations)
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support
In short
This role involves independently resolving tickets, providing on-call support, and performing root cause analysis to ensure customer satisfaction. Key responsibilities include adhering to quality standards, working on value-adding activities like knowledge base updates and training, and ensuring positive customer experience through efficient issue resolution.
Responsibilities
- Adhere to quality standards, regulatory requirements, and company policies.
- Provide support for on-call escalations and perform root cause analysis of issues.
- Engage in value-adding activities such as knowledge base updates, training new hires, and coaching analysts.
- Independently resolve tickets within agreed service level agreements (SLAs) for volume and time.
- Ensure positive customer experience and high CSAT through first-call resolution and minimizing rejected/reopened cases.
Requirements
- Ability to independently resolve tickets.
- On-call support and root cause analysis skills.
- Knowledge base update and management.
- Training freshers and coaching analysts.
- Achieve agreed SLA for ticket volume and time.
- Ensure positive customer experience and CSAT.
- First Call Resolution.
- Minimize rejected resolutions / Reopen Cases.
Benefits
- Supercharge your potential.
- Find your career.
- Find your spark.
- A place that knows that helping its customers stay on top starts by putting its people first.
- Global technology company with over 223,000 people across 60 countries.
- Industry-leading capabilities centered around digital, engineering, cloud and AI.
- Broad portfolio of technology services and products.
- Work with clients across all major verticals.
#Support#Operations#IT Support#Administrator#Customer Experience
Company
HCLTech
Job Posted
2 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Associate
Locations
Madurai, India
Applicants
Be an early applicant