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4 weeks ago
Job Description
Job Description (Posting).
About HCLTech
HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you, visit
Sr Admin-Call Center-Avaya
Job Summary
As a Senior Call Center Administrator specializing in Avaya, you will play a pivotal role in delivering advanced technical support and ensuring operational excellence. Your expertise will be critical in troubleshooting complex issues, performing root cause analysis, and driving improvements that enhance customer satisfaction and security compliance.
(1.) Key Responsibilities
1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Avaya Call Center Operations And Ensuring Compliance With Company Policies.
2. Provide Advanced Technical Support For Complex Incidents Escalated By Analysts, Utilizing Avaya Troubleshooting Techniques And Tools To Perform Root Cause Analysis And Implement Effective Solutions.
3. Enhance Operational Efficiency By Managing And Updating The Knowledge Base, Conducting Training Sessions For New Hires, And Coaching Analysts On Best Practices In Avaya System Usage.
4. Resolve Complex Support Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams And Leveraging Avaya Systems To Ensure Seamless Operations And Robust Security Posture.
5. Drive Positive Customer Experiences By Achieving First Call Resolution, Minimizing Rejected Resolutions, And Addressing Security Threats Proactively To Maintain High Csat Scores.
Skill Requirements
1. Advanced Proficiency In Avaya Call Center Technologies And Solutions
2. Strong Troubleshooting Skills With A Focus On Root Cause Analysis
3. Solid Understanding Of Call Center Operations And Quality Assurance Processes
4. Excellent Communication And Interpersonal Skills For Effective Collaboration And Training
Certification
1. Avaya Certified Support Specialist (Optional But Valuable)
2. Itil Foundation Certification (Optional But Valuable)
Skill (Primary)
DWP-UCC-Network Voice
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