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About HCLTech

HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.


To learn more about how we can supercharge progress for you, visit www.hcltech.com


Admin-Voice-Cisco

Job Summary
The Cisco Voice Administrator plays a critical role in the Support & Operations team, focusing on independently resolving technical issues related to Cisco voice systems. This position emphasizes customer satisfaction through effective ticket resolution, root cause analysis, and knowledge management activities, ensuring that service delivery aligns with organizational standards and enhances the overall user experience.

• Key Responsibilities
  1. Adhere To Quality Standards And Regulatory Requirements While Managing Cisco Voice System Operations To Ensure Compliance With Company Policies.
  
  2. Provide Expert Support For On-Call Escalations Involving Cisco Voice Issues, Performing Thorough Root Cause Analyses To Identify And Mitigate Recurring Problems.
  
  3. Contribute To Value-Adding Activities Such As Updating And Managing The Knowledge Base, Providing Training To New Hires, And Coaching Analysts In Cisco Voice Operations.
  
  4. Independently Resolve Support Tickets Related To Cisco Voice Systems Within Agreed Service Level Agreements (Slas), Ensuring Timely And Efficient Service Delivery.
  
  5. Enhance Customer Experience And Improve Customer Satisfaction Scores (Csat) Through Effective First Call Resolution Strategies And Minimizing Case Reopenings.
  
  Skill Requirements
  1. Solid Understanding Of Cisco Voice Technologies And Related Tools.
  
  2. Proficient In Troubleshooting And Resolving Issues In Cisco Voice Systems.
  
  3. Familiarity With Ticketing Systems And Sla Management.
  
  4. Strong Communication Skills For Effective Customer Interaction And Training Purposes.
  
  Certification
  1. Cisco Certified Network Associate (Ccna) Voice Certification Is Optional But Valuable.
  
  2. Itil Foundation Certification Is Recommended For Best Practices In Service Management.