HCLTech Hiring Administrator (Support & Operations) in Lucknow

Job Summary

This role involves independently resolving tickets, providing on-call support, and performing root cause analysis to ensure positive customer feedback.

Key Responsibilities

• Follow quality standards, regulatory requirements and company policies.
• Support on-call escalations and carry out root cause analysis of reported issues.
• Contribute to value-adding activities such as knowledge base updates and management, training freshers and coaching analysts.
• Resolve tickets independently within the agreed SLA for ticket volume and time.
• Ensure a positive customer experience and CSAT through first call resolution and minimal rejected resolutions or reopened cases.