ByLocation: Chennai
Role: Senior Specialist
Qualification: B-Tech
Experience: 2.5-5 Years
Skills: Application Packaging
No. of Positions: 1
Detailed Job Description:
We are looking for a Senior Specialist with expertise in Application Packaging to join our team in Chennai. The ideal candidate will have more than 5 years of experience in this field and possess a strong technical background.
Key Responsibilities:
- Support and Escalation: Provide support for on-call escalations and perform root cause analysis for various issues.
- Ticket Resolution: Resolve tickets independently within the agreed Service Level Agreement (SLA) in terms of ticket volume and resolution time.
- Compliance: Adhere to quality standards, regulatory requirements, and company policies.
- Value-Adding Activities: Engage in activities such as updating and managing the knowledge base, training new hires, and coaching analysts.
- Customer Satisfaction: Ensure a positive customer experience and achieve high Customer Satisfaction (CSAT) scores through First Call Resolution and minimizing rejected resolutions or reopened cases.
Required Skills:
- Strong experience in Application Packaging.
- Ability to handle and resolve technical issues independently.
- Excellent problem-solving and analytical skills.
- Good communication skills and ability to work as part of a team.
- Commitment to quality standards and regulatory compliance.
- Experience in training and mentoring junior team members.
If you meet the above qualifications and are ready to take on this challenging role, we encourage you to apply.
Apply Now: HCL Careers – Senior Specialist
