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HCL Technologies - Chicago, IL
posted about 2 months ago
Full-time
Chicago, IL
Professional, Scientific, and Technical Services
About the position
The Consultant position in Illinois focuses on ensuring adherence to quality standards and regulatory requirements while enhancing customer satisfaction through effective ticket resolution and service improvement initiatives. The role involves independent ticket management, providing L3 support, and contributing to knowledge management and training activities.
Responsibilities
- Adhere to quality standards, regulatory requirements, and company policies.
- Ensure positive customer experience and customer satisfaction through First Call Resolution and minimizing rejected resolutions or reopened cases.
- Participate in the creation of proposals to drive service improvement plans for the EN business.
- Independently resolve tickets and ensure that the agreed SLA for ticket volume and time are met for the team.
- Provide support for on-call escalations and L3 level 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) is required.
- 4.5 to 8 years of relevant experience in a consulting or technical support role.
