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Opportunity For Customer Support Desk - Agent Role - Bangalore

2-7 years

Bangalore / Bengaluru

10 vacancies

Opportunity For Customer Support Desk - Agent Role - Bangalore

HCLTech

posted 10d ago

Job Description

HCL Hiring for Customer Support Desk - Agent Role - Bangalore Location


Years of Experience - 2+ Years of Experience.


Shift - Rotational Shift & Rotational Off (24/7 Shift).


Work Mode - Work from Office.


Work Location - ITPL - Whitefield Bangalore.


Kindly note Graduation is mandatory.


This requirement is a bit urgent. Requesting candidates who are Immediate Joiners or max 30 days notice period to apply.


Job Description -

  • Job Description - Inbound Phone Handling:
  • Answer inbound phone calls
  • Provide customer an update on the progress of a SR/ASR/Incident. Help speed up by adding comments in the ticket to follow up with the processor in alignment with the customers request
  • Guide customers when to create service requests and ASRs where applicable and incidents when appropriate.
  • Guide customers on self-service enablement
  • Advise customers on SR/ASR/Incident priority validating business justification
  • Upgrade/downgrade ticket priority for incidents aligned with business justification
  • Support customer queries on lead time
  • Support customers in finding the right stakeholders to connect with
  • Guide customers how to schedule an expert consultation
  • First Level Resolution and Dispatching:
  • Monitor inbound e-mails and manually create cases where automated case creation fails
  • Answer customer queries on the Roles and Responsibilities Excel
  • Monitor unassigned cases and service request tickets
  • Dispatch cases to regional CoEs and assign cases and service request tickets to processors
  • Support the shift coordinators and global head with operational activities
  • Ramp up quickly on the technical and functional domains
  • Identify, analyze, and resolve customer issues, independently
  • Be proactive in reviewing case and ticket queues and react in a timely manner to avoid SLA breaches
  • Coordinate with Team Leader, Delivery Manager, and in documentation, presentations, and overall project delivery
  • Show initiative and drive topics to resolution in an elevated level of quality, speed, reliability, and efficiency
  • Contribute to the team spirit by supporting an environment of continuous learning, exchanging of ideas & thoughts, and embracing a culture of innovation




Employment Type: Full Time, Permanent

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What people at HCLTech are saying

4.0
 Rating based on 1 Customer Support review

Likes

Smooth work environment, managers.

  • Skill development - Good
  • +3 more
Dislikes

Appraisal happening very less.

Read 1 Customer Support review

Customer Support salary at HCLTech

reported by 5 employees
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₹1 L/yr - ₹4 L/yr
7% less than the average Customer Support Salary in India
View more details

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