Administrator (Support & Operations)
Logistics, Sales & Operations · HR & Admin · Office Administration · Administrative Support
In short
This role involves independently resolving tickets, providing on-call support, and performing root cause analysis to ensure high customer satisfaction. Key responsibilities include adhering to quality standards, managing escalations, and contributing to value-adding activities like knowledge base updates and training.
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 and management, training freshers, and coaching analysts.
- Independently resolve tickets within agreed Service Level Agreements (SLAs) for ticket volume and time.
- Ensure positive customer experience and high Customer Satisfaction (CSAT) through First Call Resolution and minimizing rejected/reopened cases.
Requirements
- Ability to independently resolve tickets.
- Capability to provide on-call support.
- Proficiency in root cause analysis.
- Adherence to quality standards, regulatory requirements, and company policies.
- Experience with Service Level Agreements (SLAs).
- Focus on Customer Satisfaction (CSAT) and First Call Resolution.
Desired Qualifications
- Experience in updating and managing a knowledge base.
- Experience in training freshers.
- Experience in coaching analysts.
Benefits
- Supercharge your potential.
- Find your career.
- Find your spark.
- Work at a place that puts people first.
#support#operations#administration
Company
HCLTech
Job Posted
2 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Madurai, India
Applicants
Be an early applicant