Analyst - English, Spanish, Windows
HCL Technologies Limited • región centro jalisco, Mexico
Role Description
As a Support Analyst, you will play a vital role in delivering exceptional Level 1 remote desktop support. Your primary responsibility will be to resolve assigned tickets efficiently and effectively, ensuring adherence to the company's Service Level Agreements (SLAs) and quality standards. Your proficiency in Spanish will be crucial in providing excellent customer service, enhancing the overall customer experience.
Key Responsibilities- Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, Or Chat, Ensuring Adherence To The Agreed SLA For Ticket Volume And Response Time.
- Maintain Quality Standards By Monitoring Voice And Accent, As Well As Complying With Regulatory Requirements And Company Policies During Customer Interactions.
- Enhance Customer Satisfaction By Striving For First Call Resolution, Minimizing Average Handling Time, And Effectively Managing Rejected Resolut...