SENIOR SPECIALIST | Washington | HCL Technologies

JOB DESCRIPTION

SENIOR SPECIALIST | Washington

Job Summary

LOCATION: Washington
DESIGNATION: SENIOR SPECIALIST
QUALIFICATION:
To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback (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
SKILLS:
Tools and Standards (ERS)-Unified Messaging & Collaboration-O365
EXPERIENCE: 4.5-8 Years
NO. OF POSITIONS: 1