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 conducting root cause analysis to ensure positive customer feedback and satisfaction. The administrator will adhere to quality standards and work on value-adding activities such as knowledge base updates and training.
Responsibilities
- Adhere to quality standards, regulatory requirements, and company policies.
- Provide support for on-call escalations and conduct root cause analysis of issues.
- Engage in value-adding activities like updating and managing the knowledge base, 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 minimal rejected or reopened cases.
#Support#Operations#Administrator#Tickets#SLA#Customer Experience#Root Cause Analysis
Company
HCLTech
Job Posted
2 weeks ago
Employment Type
Full Time
WorkMode
On Site
Locations
Madurai, India
Applicants
Be an early applicant