Answer calls/chat/email or other mediums in relevance to Client specific needs. Ensure work hours are met daily. Ensure Quality work within HCL and client standard. Provide support or any necessary requirement of client and HCL. Ensure all KPI of partners and HCL are met. Coordination with internal and global teams. Maintain professional decorum within HCL Standards. Ensure client/partner success. Coordination with supervisors and managers or any identified support. (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
