Customer Support & Root Cause Specialist

HCL Technologies Limited; Taguig; On-site; PHP 223,000 - 446,000; Full time

Job summary

HCL Technologies Limited in the Philippines is expanding its customer support team. You will independently resolve tickets, provide on-call support and perform root cause analysis to ensure positive customer feedback.

Key responsibilities include adhering to quality standards, supporting on-call escalations, updating the knowledge base, training freshers and coaching analysts. You will strive to resolve tickets within SLA and maintain high CSAT through first call resolution.

Qualifications

• Provide on-call support and root cause analysis to ensure positive customer feedback.
• Experience in handling on-call escalations and ensuring timely resolutions.

Responsibilities

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

Job description

HCL Technologies Limited in the Philippines is expanding its customer support team. You will independently resolve tickets, provide on-call support and perform root cause analysis to ensure positive customer feedback.

Key responsibilities include adhering to quality standards, supporting on-call escalations, updating the knowledge base, training freshers and coaching analysts. You will strive to resolve tickets within SLA and maintain high CSAT through first call resolution.