The Job

Senior Administrator - Cisco Contact Center

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

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I korthet

The Senior Administrator - Cisco Contact Center will provide advanced technical support and troubleshooting for Cisco Call Center environments in India. This role focuses on ensuring seamless customer experience, operational efficiency, and adherence to quality standards. Responsibilities include root cause analysis, knowledge base management, and collaborating with support teams.

Ansvarsområden

  • Adhere to quality standards and regulatory requirements while implementing company policies in daily operations.
  • Provide advanced support for complex incidents by conducting thorough root cause analysis and implementing effective solutions.
  • Update and manage the knowledge base, train new team members, and coach analysts.
  • Resolve complex tickets within agreed SLAs by collaborating with other support teams.
  • Ensure a positive customer experience and high Csat scores through effective first call resolution strategies.
  • Proactively mitigate security threats.

Krav

  • Advanced proficiency in Cisco Call Center technologies and support practices.
  • Strong understanding of troubleshooting methodologies and root cause analysis.
  • Excellent communication and interpersonal skills to effectively collaborate with teams and engage with customers.
  • Familiarity with quality standards and regulatory requirements in the support domain.

Önskade kvalifikationer

  • Cisco Certified Network Associate (CCNA) is optional but valuable.
  • ITIL Foundation Certification is optional but valuable.

Förmåner

  • Supercharge your potential and find your career at HCLTech.
  • Be part of a global technology company with over 223,000 people across 60 countries.
  • 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.
  • Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.
#Cisco#Call Center#Administrator#Support#Operations#Technical Support#Troubleshooting#ITIL#CCNA
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Företag

HCLTech

Publicerade jobb

för 1 dag sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Senior

Platser

India

Sökande

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