To 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 issues.
• Work on value-adding activities such as knowledge base update & management, training freshers, coaching analysts.
• Independently resolve tickets within the agreed SLA of ticket volume and time.
• Ensure positive customer experience and CSAT through first-call resolution and minimum rejected resolutions / reopened cases.

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark—all at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across ...