Technical Specialist

2 weeks ago


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

As a Technical Specialist at HCL Technologies, you will play a crucial role in providing top-notch support to our clients. Your primary responsibilities will include:

Key Responsibilities
  1. Providing timely and effective support for on-call escalations, conducting thorough root cause analysis to resolve issues efficiently.
  2. Independently resolving tickets within agreed Service Level Agreements (SLAs) for ticket volume and time, ensuring seamless customer experience.
  3. Adhering to quality standards, regulatory requirements, and company policies, maintaining the highest level of professionalism.
  4. Engaging in value-added activities such as Knowledge Base updates, training freshers, and coaching analysts to enhance team capabilities.
  5. Ensuring positive customer experiences through First Call Resolution and minimizing rejected resolutions or Reopen Cases.

We are looking for a skilled and dedicated individual who can make a significant impact in this role. If you are passionate about delivering exceptional support and have a strong background in IT, we encourage you to apply.



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