Administrator (Support & Operations)

Logistics, Sales & Operations · HR & Admin · Office Administration

In short

Als Administrator (Support & Operations) sind Sie für die eigenständige Bearbeitung von Tickets, den Bereitschaftsdienst und die Ursachenanalyse zuständig, um eine positive Kundenresonanz zu gewährleisten. Zu den Hauptaufgaben gehören die Einhaltung von Qualitätsstandards, die Unterstützung bei Eskalationen und die Behebung von Problemen sowie die Mitarbeit an wertschöpfenden Tätigkeiten wie der Aktualisierung der Wissensdatenbank und dem Coaching von Analysten.

Responsibilities

To adhere to quality standards, regulatory requirements and company policies.
To provide support for on call escalations and doing root cause analysis of given issue.
Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
To independently resolve tickets within agreed SLA of ticket volume and time.
To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

#Support#Operations#Administrator

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, 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 September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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