Job Summary

To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

1. To adhere to quality standards, regulatory requirements and company policies.

2. To provide support for on call escalations and doing root cause analysis of given issue.

3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.

4. To independently resolve tickets within agreed SLA of ticket volume and time.

5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.

Benefits

At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to:

Industry-benchmarked compensation

Best-in-class healthcare benefits

Personal time off

Maternity and paternity benefits

Access to skills / higher education programs/resources

Discounts on products and services via Benefit Box

Participate in CSR programs and live life with a purpose

Opportunities to grow and advance your career

Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.