Company Name: HCL
Job Title: Analyst
Location: Nagpur
Experience: 0-2.5 Years
Job Description:
To resolve assigned tickets in adherence to agreed SLA and quality standards of the company (1.) To maintain high login Efficiency (Availability) for customers (2.) To resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies (4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases (5.) To update worklogs and follow shift/ escalation process and process compliance (6.) Work on value adding activities such Knowledge base update & self development
About Us:
At the dawn of the new millennium, a unique company was born: HCL Technologies.
Demonstrating remarkable growth through the recent economic downturn, HCL Technologies emerged as one of the only eight 21st century listed technology companies in the world to cross $1bn in Net Profit, $5bn in Revenue and $15bn in Market Capitalization.
This was possible because we believe that real value lies in the relationship created between customer and provider, which is built on three deeply rooted value systems:
Over the years, we have seen these values manifest in the form of platforms such as the Value Portal, where front line employees have generated and implemented ideas that have unlocked close to $600mn of unforeseen business value for our customers.1.) To contribute research and data gathering as and when| e.g. opening an operations in new geos