Support Operations Specialist

2 months ago


Lincoln, Kansas, United States HCL Technologies Full time

Job Overview:


We are seeking a dedicated individual to join our team as a Specialist. The primary responsibilities include:

  1. Providing assistance for escalated issues and conducting thorough root cause analysis.
  2. Independently managing and resolving support tickets within the established Service Level Agreements (SLAs).
  3. Complying with quality benchmarks, regulatory standards, and organizational policies.
  4. Engaging in value-added initiatives such as updating and managing the knowledge base, training new team members, and mentoring analysts.

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



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