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SrSubject Matter Exprt(Tools&Automation)

HCLTech·Chennai

Pay not statedJunior levelFull-time
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About the role

To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA, quality norms and ensure positive customer satisfaction and contribute to EN business creation.

What you'll do

  • Ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
  • Perform value addition activities (such as mentoring administrators/team members, preparing SOPs
  • Validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning, identification of EN business opportunities
  • Ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
  • Validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

What you need

  • 1–3 years in customer support & success
  • SOP writing
  • Root cause analysis
  • Escalation handling
  • Communication
  • Any graduate

What you get

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