Senior Analyst Job in Hyderabad at HCL Technologies Limited (HCL)

HCL is hiring for the role of Senior Analyst!

Responsibilities of the Candidate:

• Be responsible for resolving incoming telephone requests for technical assistance on standard commercial and proprietary applications.
• Adapt to changing priorities and fluctuations in workflow are requirements of the Analyst - Help Desk role.
• Provide comprehensive technical support services to support centre customers.
• Organize and utilize all support resources provided including emails, documentation, contact lists, etc.
• Perform customer support-related tasks and special projects as assigned by management
• Liaise as necessary inter-departmentally to seek resolutions to all issues reported.
• Participate in client events, as appropriate (resource on-site, client training, etc.).
• Do Call Handling Work within Service Level Agreements, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc.
• Take all steps to troubleshoot issues reported to them and resolve or escalate to the appropriate contact.
• Use all available Knowledge Management Tools during the call.
• Take all necessary steps to ensure customer satisfaction at the end of the call.
• Perform Call Logging Create and submit detailed call logs documenting customer interactions.
• Confirm and update customer profile information as needed.
• Notify management of any potentially dissatisfied customers promptly.
• Follow all documented escalation procedures, including hand-off times, for issues requiring 3rd party intervention.
• Follow all documented procedures to handle open calls, including monitoring open call queues, placing follow-up phone calls, etc.
• Seek and possess business acumen for all clients proactively.
• Support and maintain high-efficiency levels on calls.
• Maintain technical proficiency in all applications utilized by clients supported.
• Attend all company-organized training events, up-trainings and refresher trainings to widen the knowledge base.
• Contribute current technical information.

Requirements:

• Adhere strictly to the shift schedule
• Timeliness is a key requirement
• Minimum of 6-12 months of previous call centre, computer support, or customer service experience preferred
• BA or Vocational school degree preferred or equivalent work experience
• Microsoft Certified Professional certification a plus
• Excellent verbal and written communication skills
• Customer Service Skills Microsoft Office Suite
• Windows Operating Systems
• Lotus Notes
• Internet applications
• Problem-solving skills
• Organizational skills