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Lead Technical Specialist

2 months ago

Adams, Wisconsin, United States HCL Technologies Full time

Position Overview

As a Technical Lead, you will play a pivotal role in ensuring exceptional customer service and operational efficiency. Your responsibilities will include:

  • Customer Support Management: Address customer inquiries effectively through various communication channels.
  • Escalation Handling: Swiftly resolve escalated issues while adhering to established protocols and maintaining high-quality standards.
  • Workforce Management: Oversee attendance, leave requests, breaks, and shift schedules to optimize team performance.
  • Documentation and Insights: Regularly update operational documentation and share valuable insights with the team to enhance overall productivity.
  • Analytical Oversight: Conduct necessary analyses, manage SIP activities, and supervise infrastructure operations.

This role is essential in fostering a culture of excellence and ensuring that customer satisfaction remains a top priority.