What are the responsibilities and job description for the SPECIALIST position at HCL Technologies?
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 www.hcltech.com
Admin-WEBEX
Job Summary
The Webex Support Administrator plays a critical role in ensuring seamless operations and support for Webex services. This position is responsible for independently resolving technical issues, providing on-call support, and conducting root cause analysis, all aimed at enhancing customer satisfaction and operational efficiency. (1.) Key Responsibilities
1. Provide On-Call Support For Webex Escalations By Diagnosing And Troubleshooting Issues To Ensure Timely Resolution And Adherence To Service Level Agreements.
2. Conduct Root Cause Analysis Of Recurring Issues Using Webex Analytics Tools, Implementing Preventive Measures To Enhance Service Reliability.
3. Manage And Update The Knowledge Base With Solutions And Best Practices Related To Webex Functionalities, Ensuring Easy Access For Support Teams.
4. Train And Coach New Analysts On Webex Operations, Fostering A Culture Of Knowledge Sharing And Continuous Improvement.
5. Independently Resolve Support Tickets Within Agreed Service Levels, Ensuring High-Quality Outputs And Adherence To Company Policies And Regulatory Requirements.
6. Strive For Positive Customer Experiences By Achieving First Call Resolution And Minimizing The Rate Of Rejected Resolutions And Reopened Cases.
Skill Requirements
1. In-Depth Knowledge Of Webex Platforms And Services.
2. Strong Problem-Solving Skills And Ability To Work Independently In A Fast-Paced Environment.
3. Familiarity With Ticketing Systems And Service Level Agreements.
4. Excellent Communication Skills For Effective Customer Interaction.
Certification
1. Cisco Webex Certification (Optional But Valuable).
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 www.hcltech.com
Admin-WEBEX
Job Summary
The Webex Support Administrator plays a critical role in ensuring seamless operations and support for Webex services. This position is responsible for independently resolving technical issues, providing on-call support, and conducting root cause analysis, all aimed at enhancing customer satisfaction and operational efficiency. (1.) Key Responsibilities
1. Provide On-Call Support For Webex Escalations By Diagnosing And Troubleshooting Issues To Ensure Timely Resolution And Adherence To Service Level Agreements.
2. Conduct Root Cause Analysis Of Recurring Issues Using Webex Analytics Tools, Implementing Preventive Measures To Enhance Service Reliability.
3. Manage And Update The Knowledge Base With Solutions And Best Practices Related To Webex Functionalities, Ensuring Easy Access For Support Teams.
4. Train And Coach New Analysts On Webex Operations, Fostering A Culture Of Knowledge Sharing And Continuous Improvement.
5. Independently Resolve Support Tickets Within Agreed Service Levels, Ensuring High-Quality Outputs And Adherence To Company Policies And Regulatory Requirements.
6. Strive For Positive Customer Experiences By Achieving First Call Resolution And Minimizing The Rate Of Rejected Resolutions And Reopened Cases.
Skill Requirements
1. In-Depth Knowledge Of Webex Platforms And Services.
2. Strong Problem-Solving Skills And Ability To Work Independently In A Fast-Paced Environment.
3. Familiarity With Ticketing Systems And Service Level Agreements.
4. Excellent Communication Skills For Effective Customer Interaction.
Certification
1. Cisco Webex Certification (Optional But Valuable).