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Lead Technical Specialist

2 months ago

Adams, Wisconsin, United States HCL Technologies Full time

Position Overview

As a Technical Lead at HCL Technologies, you will play a pivotal role in enhancing customer experiences through effective communication and problem-solving strategies.

  • Customer Engagement: Address customer inquiries efficiently via phone and chat, ensuring a high level of satisfaction.
  • Issue Resolution: Handle escalated issues with promptness, adhering to established protocols and maintaining service quality.
  • Workforce Management: Oversee attendance, manage leave requests, and coordinate shifts to optimize team performance.
  • Documentation and Insights: Regularly update operational documentation and share valuable insights with the team to foster continuous improvement.
  • Analytical Oversight: Conduct various analyses, manage SIP activities, and supervise infrastructure operations to ensure seamless functionality.

This role is essential in driving customer satisfaction and enhancing overall service delivery.