Associate

    HCL Technologies Ltd.
    Cary, NC
    Full-time, Part-time

    Job Description

    Job Description:
    Requirement 1
    Skill: Service Desk Work Location: USA
    Experience: L1 (6 months - 3 years), L2 (3 years - 7years) Qualification: Any Graduate
    Role: He/she will be responsible in providing 100% voice support to the clients and online technical resolution.
    Skill sets:
    • Voice based technical support experience in a global/international environment
    • Basic technical knowledge of PCs
    • Knowledge of MS Outlook troubleshooting, Internet and Networking
    • Technical Knowledge of operating systems like Windows XP
    • Good communication and conversation skills (verbal and written)
    • Willingness to work in 24*7 environment (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases

    Experience

    4.5-8 Years

    Qualification

    B Tech

    No. of Positions

    1

    Skill (Primary)

    BPS-Unified Service Desk-Helpdesk

    Country

    USA

    Employee Group

    Contract

    City

    Cary

    Entity

    INFRA

    Auto req ID

    683163BR

    Removal Date

    20-May-2021

    Posting ID: 558409079Posted: 2020-05-22