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Senior Business Consultant

2 months ago


Princeton, New Jersey, United States HCL Technologies Full time
Job Description

Key Responsibilities:

  1. Adhere to Quality Standards: Ensure compliance with regulatory requirements and company policies to maintain the highest level of quality in our services.
  2. Deliver Positive Customer Experience: Achieve First Call Resolution and minimize rejected resolutions or reopen cases to ensure customer satisfaction.
  3. Contribute to Business Growth: Participate in the creation of proposals to drive Service Improvement Plans and contribute to the growth of our EN business.
  4. Independent Ticket Resolution: Resolve tickets independently and ensure that the agreed SLA of ticket volume and time are met for the team.
  5. Escalation Support: Provide support for on-call escalations or L3 level support and conduct incident and problem management.
  6. Value-Added Activities: Work on knowledge base updates, management, training freshers, coaching analysts, and conducting interviews or participation in hiring drives.

About HCL Technologies: As a leading global technology company, we are committed to delivering innovative solutions that drive business value for our clients. Our team of experts is dedicated to providing exceptional service and support to our customers.