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Technical Support Specialist

2 months ago

Cary, North Carolina, United States HCL Technologies Full time
Job Description

Key Responsibilities:

  1. Quality and Compliance: Adhere to established quality standards, regulatory requirements, and company policies to ensure exceptional service delivery.
  2. Customer Experience: Focus on delivering positive customer experiences through First Call Resolution, minimum average handling time, and rejected resolutions or reopen cases.
  3. Login Efficiency: Maintain high login efficiency for customers, ensuring seamless access to services.
  4. Technical Support: Provide level 1 remote desktop support to resolve tickets, diagnose or resolve hardware, software, or network problems via agreed SLAs.
  5. Worklog and Escalation: Update worklogs and follow shift or escalation processes to escalate complex problems to appropriate support specialists or route problems to 2nd and 3rd level IT support staff as needed.
  6. Value-Added Activities: Engage in knowledge base updates and self-development to enhance skills and contribute to the organization's growth.

About HCL Technologies: As a leading global technology company, HCL Technologies is committed to delivering innovative solutions that drive business success. Our team of experts works collaboratively to provide exceptional service and support to our customers.