Consultant

HCL Technologies - Dayton, OH

Full-time - Mid Level

Dayton, OH

Professional, Scientific, and Technical Services

About the position

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.

Responsibilities

• Adhere to quality standards, regulatory requirements, and company policies.
• Ensure positive customer experience and CSAT through First Call Resolution and minimize rejected resolutions or reopened cases.
• Participate in the creation of proposals to drive service improvement plans.
• Independently resolve tickets and ensure that the agreed SLA of ticket volume and time are met for the team.
• Provide support for on-call escalations and Level 3 (L3) support, including incident and problem management.
• Engage in value-adding activities such as knowledge base updates, training freshers, coaching analysts, and participating in hiring drives.

Requirements

• Bachelor's degree in Technology (B-Tech) or equivalent.
• 4.5 to 8 years of experience in Desk Side services or related fields.
• Strong problem-solving skills and ability to work independently.
• Excellent communication and interpersonal skills to ensure customer satisfaction.

Nice-to-haves

• Experience in training and mentoring new employees.
• Familiarity with incident and problem management processes.
• Knowledge of service improvement methodologies.