HRSC Process Associate

HCL Technologies Limited; Greater Noida; On-site; INR 260,000 - 360,000; Full time

Job summary

HCL Technologies Limited in India seeks a proactive customer support professional to respond to inquiries and process transactions under supervision. You will develop understanding of applications, workflows and SLA processes while coordinating with technical teams to close cases.

The role emphasizes timely communication, escalation when needed, and stakeholder follow-up to ensure SLA compliance. Join a global tech leader focused on customer success.

Responsibilities

• Understand the applications, workflows and processes of the area assigned.
• Develop understanding of the applications, workflows and processes of the area assigned.
• Respond to customer queries per defined process/SLA and involve relevant teams when required.
• Respond to customer queries per defined process/SLA and involve relevant teams when required.
• Interact and follow up with stakeholders/technical teams/application teams to facilitate closure of in-progress and open cases flagged for SLA non-compliance.
• Interact and follow up with stakeholders/technical teams/application teams to facilitate closure of in-progress and open cases flagged for SLA non-compliance.
• Escalate unresolved queries/issues to the next level of support.
• Escalate unresolved queries/issues to the next level of support.

Job description

To respond to customer queries and complete assigned transactions as per the defined SOP and SLA with supervision from team lead

Key Responsibilities

• 1. To Develop A Good Understanding Of The Applications, Workflows And Processes Of The Area Assigned
• 2. To Develop A Good Understanding Of The Applications, Workflows And Processes Of The Area Assigned
• 3. To Effectively Respond To Customer Queries As Per The Defined Process /Sla And Involve Relevant Application Teams/Technical Teams Whenever Required.
• 4. To Effectively Respond To Customer Queries As Per The Defined Process /Sla And Involve Relevant Application Teams/Technical Teams Whenever Required.
• 5. To Interact And Follow Up With Stake Holders/Technical Teams/Application Teams To Facilitate Closure Of In-Progress And Open Cases Flagged For Sla Non-Compliance
• 6. To Interact And Follow Up With Stake Holders/Technical Teams/Application Teams To Facilitate Closure Of In-Progress And Open Cases Flagged For Sla Non-Compliance
• 7. To Escalate Unresolved Queries/Issues To The Next Level Of Support
• 8. To Escalate Unresolved Queries/Issues To The Next Level Of Support

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.