Support & Operations Administrator — CSAT & SLA Expert

HCL Technologies Limited; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Sapsf is seeking an Administrator (Support & Operations) to independently resolve tickets, provide on call support, and perform root cause analysis to ensure positive customer feedback.

The role includes knowledge base updates, training freshers, and coaching analysts, with a focus on resolving tickets within SLA and improving CSAT.

Qualifications

• Independently resolve tickets and provide on call support.
• Root cause analysis to drive first time resolutions.
• Knowledge base updates and training for new staff.

Responsibilities

• Adhere to quality standards, regulatory requirements and company policies.
• Provide on call escalations support and root cause analysis.
• Assist with knowledge base updates, freshers training and analyst coaching.
• Resolve tickets within agreed SLA for volume and time.
• Ensure positive customer experience and CSAT through effective resolution.

Job description

Career Opportunities: Administrator (Support & Operations) (132315)

Requisition ID132315-Posted10/09/2026

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.