Administrator (Support & Operations)
Technology, Data & Digital · IT Infrastructure & Security · IT Support
In short
This role focuses on independently resolving tickets, providing on-call support, and conducting 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.
Responsibilities
- Resolve tickets independently and provide on-call support.
- Perform root cause analysis of issues.
- Adhere to quality standards, regulatory requirements, and company policies.
- Update and manage the knowledge base.
- Train freshers and coach analysts.
- Ensure positive customer experience and high CSAT through First Call Resolution.
Requirements
- Ability to independently resolve tickets within agreed SLAs.
- Focus on First Call Resolution and minimizing rejected/reopened cases.
- Knowledge base update & management.
- Training freshers and coaching analysts.
Benefits
- Opportunity to supercharge your potential and find your career spark.
- Be part of a global technology company with a strong focus on people.
- Work with clients across major verticals including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
#IT Support#Operations#Customer Service#Technical Support
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Entry
Locations
India
Applicants
Be an early applicant