Administrator (Support & Operations)

HCL Technologies Limited; Cary (NC); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k)

Job summary

HCL Technologies Limited in Cary, NC is seeking a customer-focused analyst to support on-call escalations, perform root cause analysis, and resolve tickets within SLA. You will contribute to knowledge base updates and training of freshers, coaching analysts, and aim for First Call Resolution to boost CSAT.

The role emphasizes adherence to quality standards, regulatory requirements and company policies, while delivering positive customer experiences across diverse verticals.

Responsibilities

• Adhere to quality standards, regulatory requirements and company policies.
• Provide support for on-call escalations and perform root cause analysis of issues.
• Engage in knowledge base updates, train freshers, and coach analysts.
• Independently resolve tickets within the agreed SLA for volume and time.
• Ensure positive customer experience and CSAT through First Call Resolution and minimizing reopened cases.

Job description

Key Responsibilities

• 1. To adhere to quality standards, regulatory requirements and company policies.
• 2. To provide support for on call escalations and doing root cause analysis of given issue.
• 3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
• 4. To independently resolve tickets within agreed SLA of ticket volume and time.
• 5. 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.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.