HCL Technologies - Dayton, OH
posted 3 days ago
The Consultant position in Ohio focuses on providing Desk Side services, ensuring adherence to quality standards, regulatory requirements, and company policies. The role is pivotal in delivering a positive customer experience, aiming for high customer satisfaction (CSAT) through effective First Call Resolution and minimizing rejected resolutions or reopened cases. The consultant will actively participate in the EN business by contributing to the creation of proposals aimed at driving service improvement plans. In this role, the consultant will independently resolve tickets while ensuring that the agreed Service Level Agreements (SLA) regarding ticket volume and resolution time are met. The position also involves providing support for on-call escalations and Level 3 (L3) support, as well as engaging in incident and problem management. Additionally, the consultant will work on value-adding activities such as updating and managing the knowledge base, training new hires, coaching analysts, and participating in hiring drives. This multifaceted role requires a blend of technical expertise and interpersonal skills to foster a collaborative and efficient work environment.