HCLTech Nagpur Hiring Administrator (Support & Operations)

Job Summary

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

Key Responsibilities

• Adhere to quality standards, regulatory requirements and company policies.
• Support on-call escalations and perform root cause analysis of assigned issues.
• Carry out value-adding activities such as knowledge base updates and management, training freshers and coaching analysts.
• Independently resolve tickets 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.