職務内容：

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-Call Center-Cisco

Job Summary
The Call Center Support Administrator plays a critical role in enhancing customer experience by independently managing ticket resolutions, providing on-call support, and conducting root cause analyses. This position is essential for ensuring compliance with quality standards and operational excellence within the support and operations team.

• Key Responsibilities
  1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Cisco Call Center Operations And Ensuring Compliance With Company Policies.
  
  2. Provide On-Call Support For Escalated Issues By Performing Root Cause Analysis Using Cisco Tools, Ensuring Timely Resolution And Documentation Of Incidents.
  
  3. Contribute To Value-Added Activities Such As Updating And Managing The Knowledge Base To Enhance Team Performance And Training New Analysts In Cisco Call Center Processes.
  
  4. Independently Resolve Support Tickets Within The Agreed Sla By Utilizing Cisco Call Center Systems, Ensuring Effective Tracking And Management Of Ticket Volume.
  
  5. Enhance Customer Satisfaction And Csat Scores Through Effective First Call Resolution Strategies While Minimizing Rejected Resolutions And Reopened Cases By Applying Problem-Solving Skills In Cisco Environments.
  
  Skill Requirements
  1. Strong Understanding Of Cisco Call Center Technologies And Operations.
  
  2. Proficiency In Ticketing Systems And Troubleshooting Techniques Related To Call Center Support.
  
  3. Good Analytical Skills For Conducting Root Cause Analysis And Identifying Improvement Opportunities.
  
  4. Knowledge Of Quality Assurance Processes And Customer Service Best Practices.
  
  Certification
  1. Cisco Certified Network Associate (Ccna) Optional But Valuable.
  
  2. Itil Foundation Certification Optional But Valuable.