Help Desk Support Specialist
5 days ago
Job Description
We are looking for a Help Desk Support Specialist to join our team at HCLTech. As a key member of our technical support team, you will be responsible for providing exceptional customer service and technical assistance to our clients.
Responsibilities:
- Maintain high efficiency in handling escalated calls from the L1 team.
- Resolve tickets within agreed SLA of ticket volume and time.
- Adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements, and company policies.
- Evaluate and address customer concerns in a professional and courteous manner.
- Provide timely updates on worklogs and follow shift for escalation process and process compliance.
- Work towards case closure by efficiently handling all queues.
Required Skills and Qualifications:
- Excellent communication skills with experience in international voice support.
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