Analyst | Sao Paulo | HCL Technologies

JOB DESCRIPTION

Analyst | Sao Paulo

Job Summary

LOCATION: Sao Paulo
DESIGNATION: Analyst
QUALIFICATION:
To resolve assigned tickets in adherence to agreed SLA and quality standards of the company (1.) To maintain high login Efficiency (Availability) for customers (2.) To resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies (4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases (5.) To update worklogs and follow shift/ escalation process and process compliance (6.) Work on value adding activities such Knowledge base update & self development
SKILLS:
BPS-Unified Service Desk-Helpdesk
EXPERIENCE: 0-2.5 Years
NO. OF POSITIONS: 1