Senior Lead- Product Support Job in Noida at HCL Technologies Limited (HCL)

Responsibilities of the Candidate:

• Troubleshoot And Resolve Critical And Complex Support Tickets Using Product Knowledge And Diagnostic Tools, Ensuring Minimal Disruption To Customer Operations.
•  Conduct Hands-On Root Cause Analysis For Critical Issues, Documenting Findings And Recommending Actionable Solutions To Prevent Recurrence.
•  Implement Preventive Measures And Best Practices To Reduce Future Defects And Improve Product Stability Based On Analysis And Feedback.
• Provide Technical Assistance And Mentorship To Team Members In Resolving Escalated Customer Issues, Promoting Knowledge Sharing And Skill Development.
•  Lead Continuous Improvement Activities By Analyzing Support Metrics And Team Performance, Identifying Areas For Enhancement, And Executing Strategies To Elevate Service Quality

Requirements:

• Strong Understanding Of Product Support Processes For L1, L2, And L3 Tiers.
• In-Depth Knowledge Of Troubleshooting Methodologies And Tools Relevant To Product Issues.
• Excellent Analytical Skills For Conducting Root Cause Analyses And Developing Preventive Measures.
• Solid Communication Skills For Effective Collaboration With Team Members And Customers.