Administrator (Support & Operations)

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

In short

An Administrator is needed for Support & Operations in Gautam Buddha Nagar, Uttar Pradesh, India. This role involves independently resolving tickets, providing on-call support, and performing root cause analysis to ensure positive customer feedback and meet SLAs.

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 Customer Satisfaction (CSAT) through First Call Resolution and minimum rejected resolutions/reopen cases.

#Support#Operations#Administrator#Tickets#Root Cause Analysis#Customer Feedback

About HCLTech

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