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