Administrator (Support & Operations)

HCL Technologies Limited; Mississauga; On-site; CAD 38,000 - 54,000; Full time

Job summary

HCLTech in Mississauga, Canada seeks a customer support professional to independently resolve tickets, provide on-call escalation support, and perform root cause analyses to ensure positive customer feedback.

The role emphasizes adherence to quality standards, knowledge base updates, training freshers, and coaching analysts, aiming for high CSAT via first contact resolution and minimal case reopens.

Responsibilities

• To independently resolve tickets within agreed SLA of ticket volume and time.
• To adhere to quality standards, regulatory requirements and company policies.
• To provide support for on call escalations and doing root cause analysis of given issue.
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Job description

To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

• To adhere to quality standards, regulatory requirements and company policies.
• To provide support for on call escalations and doing root cause analysis of given issue.
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
• To independently resolve tickets within agreed SLA of ticket volume and time.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people 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. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.