Process Associate-Voice
HCLTech
Nagpur, Maharashtra, IndiaPosted 13 days agoDiscoveredMatch locked
Full-time
Core Skill Sets
- Good verbal and written communication skills with the ability to document customer issues clearly and professionally.
- Customer-centric approach with focus on empathy, active listening, and ownership of customer experience.
- English language proficiency required based on queue or service coverage needs.
- Ability to work in rotational shifts in a 24x7 support environment.
- Basic troubleshooting mindset, including probing, validation, and use of approved knowledge articles before escalation.
- Ability to follow standard operating procedures, process updates, and ticket documentation requirements.
- Attention to detail for accurate categorization, mandatory fields, caller details, screenshots, logs, and resolution notes.
Required Qualifications
- Bachelor’s degree or equivalent practical experience.
- 1–3 years of experience in customer service, service desk, operations support, or technical support environment.
- Basic knowledge of operating computer systems, ticketing tools, and Microsoft Office tools.
- Ability to learn process flows, support procedures, and knowledge base articles within defined training timelines.
- Typing, comprehension, and documentation capability suitable for real-time ticket updates.
Key Responsibilities
- Improving Skill Level Through Self Development / Nominating Training Programs Skill Reverification Tests
- Meet The Defined Quality Scores And Process Improvement
- The Individual Should Be Able To Work Effectively In A Team Whilst Enthusing Others To Do The Same For Achievement Of Common Goals Of The Team
- To Consistently Meet Or Exceed Csat Parameters As Defined For The Process.
Skill Requirements
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Other Requirements
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Not included in the source posting: about the role, benefits.
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