The Job

Administrator (Support & Operations)

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Teknisk support

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I korthet

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.

Ansvarsområden

  • 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
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Företag

HCLTech

Publicerade jobb

för 2 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Platser

Madurai, India

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