Administrator (Support & Operations)
About the role
Job Summary
To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.
Key Responsibilities
-
To adhere to quality standards, regulatory requirements and company policies.
-
To provide support for on call escalations and doing root cause analysis of given issue.
-
Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
-
To independently resolve tickets within agreed SLA of ticket volume and time.
-
To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.
Skill Requirements
null
Other Requirements
null
Benefits and perks
•Learning Budget
Required skills
Incident support
Root cause analysis
Knowledge base management
SLA management
Customer service
About HCL Technologies
Zürich
Headquarters