Technical Support Specialist

2 months ago


Lincoln, Kansas, United States HCL Technologies Full time

Job Overview:


As a vital member of our team, you will be responsible for providing exceptional support in the following areas:

  1. On-Call Escalations: Manage and address urgent issues, conducting thorough root cause analyses to ensure effective resolutions.
  2. Ticket Resolution: Independently handle support tickets within the established Service Level Agreements (SLAs) for both volume and response time.
  3. Quality Assurance: Maintain compliance with quality standards, regulatory guidelines, and internal company policies.
  4. Knowledge Management: Engage in value-added activities such as updating and managing the knowledge base, training new team members, and mentoring fellow analysts.

Our goal is to deliver a positive customer experience and enhance Customer Satisfaction (CSAT) through effective First Call Resolution and minimizing rejected resolutions or reopened cases.



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