Administrator (Support & Operations)

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

I korthet

This role involves independently resolving tickets, providing on-call support, and performing root cause analysis to ensure customer satisfaction. Key responsibilities include adhering to quality standards, working on value-adding activities like knowledge base updates and training, and ensuring positive customer experience through efficient issue resolution.

Ansvarsområden

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, 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 minimizing rejected/reopened cases.

Krav

Ability to independently resolve tickets.
On-call support and root cause analysis skills.
Knowledge base update and management.
Training freshers and coaching analysts.
Achieve agreed SLA for ticket volume and time.
Ensure positive customer experience and CSAT.
First Call Resolution.
Minimize rejected resolutions / Reopen Cases.

Förmåner

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.
Global technology company with over 223,000 people across 60 countries.
Industry-leading capabilities centered around digital, engineering, cloud and AI.
Broad portfolio of technology services and products.
Work with clients across all major verticals.

#Support#Operations#IT Support#Administrator#Customer Experience

Företag

HCLTech

Publicerade jobb

för 2 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Medarbetare

Platser

Madurai, India

Sökande

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