HCLTech Hiring Administrator (Support & Operations) in Madurai

Job Summary

Independently resolve tickets, provide on-call support and perform root cause analysis to ensure positive customer feedback.

Key Responsibilities

• Adhere to quality standards, regulatory requirements and company policies.
• Provide support for on-call escalations and perform root cause analysis of assigned 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 positive customer experience and CSAT through first call resolution and minimal rejected resolutions or reopened cases.