Graduate Engineers

Key skills

• Technical Support
• Incident Management
• Ticket Management
• Root Cause Analysis
• SLA Management
• Customer Support
• Customer Service
• Problem Management
• Communication Skills

Job description

Key Responsibilities:

• Follow quality standards, regulatory requirements, and company policies.
• Provide support for on-call escalations and perform root cause analysis.
• Update and maintain the knowledge base.
• Train freshers and coach analysts when required.
• Resolve tickets independently within agreed SLA timelines and ticket-volume targets.
• Improve customer experience and customer satisfaction (CSAT).
• Focus on First Call Resolution (FCR) and minimize rejected resolutions and reopened cases.

Required Skills:

• Understanding of technical support and ticket resolution.
• Knowledge of incident management and root cause analysis.
• Ability to manage escalations and meet SLA targets.
• Good communication and customer service skills.
• Knowledge of documentation and knowledge base management.
• Ability to follow quality standards and company policies.

Note: Check the official HCLTech careers page for the latest eligibility criteria, experience requirements, salary, and application details.

Apply on the official HCLTech careers page

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