Contract | Associate | North Carolina | HCL Technologies


Contract | Associate | North Carolina

Job Summary

LOCATION: North Carolina
Job is to support employees for Atlanta-based communications company in a tech support call center environment. Support will be through phone calls, live chats, and web tickets based on various applications and hardware used in the enterprise. Job will be based in Cary, NC and will be primarily work from home. Training will be conducted for approx. 1 week via web meetings

Candidate should have experience or general working knowledge of
• Office 365
• Dell hardware (laptops, desktops, tablets)
• ServiceNow
• Mobile devices including enterprise management tools like Airwatch, MobileIron

Candidate should have customer service experience in call center or retail environment as well as experience or general knowledge with tech support type environments.
Candidate must have HS Diploma or GED, with some university experience preferred
Preferred candidate will have certification such as CompTIA A+ or be attending training for such topics. (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
BPS-Unified Service Desk-Helpdesk
EXPERIENCE: 2.5-5 Years