Administrator (Tools & Automation)

HCL Technologies Limited; United States; On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) retirement plan

Paid time off

Job summary

HCL Technologies Limited is seeking a capable on-call support analyst to independently resolve tickets, perform root cause analysis, and protect CSAT. You will update the knowledge base, train freshers, and coach analysts while ensuring adherence to SLAs and regulatory requirements.

The role emphasizes customer-centric problem solving, escalation management, and sustaining quality service across the business.

Qualifications

• Provide high-quality customer support with a focus on issue resolution.
• Demonstrate strong root cause analysis to prevent recurrence.
• Maintain and update knowledge base for faster issue handling.
• Coach and train junior analysts to raise overall support quality.

Responsibilities

• Adhere to quality standards, regulatory requirements and company policies.
• Provide support for on-call escalations and root cause analysis of issues.
• Work on value-adding activities: knowledge base updates, training freshers, coaching analysts.
• Independently resolve tickets within the agreed SLA and time.
• Drive positive CSAT through First Call Resolution and minimize reopens.

Skills

Customer support

Root cause analysis

On-call support

Knowledge base management

Job description

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

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)
• 10 paid holidays per year.