HCL Client Lifecycle Management Support – Escalation Handling & Root Cause Analysis
Location: India
Experience: 2.5 – 5 Years
Qualification: B-Tech (Bachelor of Technology)
Number of Positions: 1
Primary Skill Required: DWP-WPE-CLIENT LIFECYCLE MANAGEMENT
Job Description:
We are seeking a dedicated and experienced individual for the role of Client Lifecycle Management Support. This position primarily involves handling escalations, performing root cause analysis, managing ticket resolutions, and ensuring adherence to company policies and standards. The ideal candidate will have a solid background in resolving issues efficiently and independently, ensuring customer satisfaction, and engaging in value-adding activities within the team.
This role plays a critical part in the operations of our company and requires a combination of technical expertise, effective communication skills, and a keen eye for process improvements. The successful candidate will thrive in a fast-paced environment while maintaining high standards of service delivery.
Key Responsibilities:
1. On-Call Escalation Support & Root Cause Analysis:
– Provide timely and effective support for escalated issues that arise during on-call shifts.
– Conduct comprehensive root cause analysis to understand the underlying causes of technical issues, enabling long-term solutions.
– Maintain clear and concise documentation of all findings and resolutions to ensure knowledge sharing and avoid repeat incidents.
2. Independent Ticket Resolution within SLA:
– Efficiently manage and resolve support tickets within the agreed Service Level Agreement (SLA) for ticket volume and response times.
– Ensure each ticket is addressed with the appropriate level of urgency, and follow-up actions are executed in a timely manner.
– Troubleshoot and resolve technical and operational issues to guarantee smooth service delivery for clients.
3. Adherence to Quality Standards & Regulatory Compliance:
– Consistently adhere to company quality standards, ensuring compliance with internal and external regulations.
– Follow industry best practices to ensure all processes align with regulatory requirements, protecting both the company and its clients.
– Conduct regular audits and self-reviews of resolutions to ensure ongoing quality improvement.
4. Value-Adding Activities (Knowledge Base, Training, Coaching):
– Play an active role in updating and managing the internal Knowledge Base, ensuring that all documentation is current, accurate, and easily accessible to team members.
– Contribute to the training of new employees (freshers) by guiding them through technical processes, resolving issues, and explaining company procedures.
– Provide coaching to junior analysts, helping them enhance their skills, increase their performance, and improve their issue resolution capabilities.
– Engage in activities that improve team knowledge and contribute to the overall efficiency of the team.
5. Customer Satisfaction & First Call Resolution (FCR):
– Strive for First Call Resolution (FCR) by effectively diagnosing and resolving issues on the first point of contact, ensuring a positive experience for the customer.
– Maintain a focus on customer satisfaction (CSAT) by ensuring high-quality interactions and quick, effective resolutions.
– Minimize instances of ticket rejections or reopen cases, ensuring that each solution is comprehensive and reliable for the client’s needs.
Skills and Competencies:
Strong Analytical Skills:
The candidate must possess exceptional analytical skills to perform root cause analysis, identify patterns, and implement long-lasting solutions.
Problem-Solving Abilities:
A critical skill in resolving escalated issues, the ideal candidate must exhibit a sharp problem-solving mindset, taking ownership of tickets and ensuring they are closed in a timely manner.
-Knowledge Base Management:
Experience in managing and updating a knowledge base is important for sharing learnings across the team and improving future issue resolutions.
Training & Mentoring Skills:
Strong ability to train new hires and mentor less experienced team members. This includes effectively conveying technical concepts and improving the team’s overall performance.
–Communication Skills:
Excellent written and verbal communication is essential, particularly for documentation purposes and client-facing interactions.
Customer-Centric Approach:
A keen focus on ensuring customer satisfaction through high-quality resolutions, First Call Resolution, and minimizing any delays or errors.
Adaptability:
Ability to adapt to rapidly changing priorities and work in a fast-paced environment without compromising on the quality of service provided.
Qualifications & Experience:
Education:
A B-Tech degree (Bachelor of Technology) in any related field is required. Candidates with a background in engineering or technology will be particularly well-suited for this position.
Experience:
The candidate must have at least 2.5 to 5 years of experience in client lifecycle management or similar roles, particularly in technical support, escalation handling, or service desk environments.
–Domain Knowledge:
Familiarity with DWP-WPE-Client Lifecycle Management processes is highly advantageous. A strong understanding of ITIL practices and ticketing systems will also be beneficial.
How to Apply:
If you are passionate about client lifecycle management, possess the necessary skills and experience, and are eager to contribute to a forward-thinking company, we encourage you to apply for this position. Please submit your updated resume along with a cover letter highlighting your relevant experience.
—
By focusing on escalations, ticket resolutions, knowledge management, and customer satisfaction, this role is essential for maintaining operational excellence and ensuring an outstanding experience for our clients. We look forward to hearing from you!
Click here to Apply:
https://sjobs.brassring.com/TGnewUI/Search/home/HomeWithPreLoad?PageType=JobDetails&partnerid=25667&siteid=5417&jobid=5078800#jobDetails=5078800_5417