Analyst (Support & Operations) (MY)
HCLTech
Job Summary
- Customer Support: Respond to inquiries, complaints, and “how‐to” questions via phone, email, live chat.
- Language Services: Communicate in both Korean and English, translate service materials, and adapt responses to cultural and linguistic needs.
Key Responsibilities
- Technical Support (Level 1): Troubleshoot hardware (laptops, desktops, printers, iPads), software issues, reset passwords, and guide users on basic operations
Skill Requirements
- Issue Resolution: Identify and diagnose problems, apply documented processes, escalate unresolved issues with proper documentation, and ensure closure of tickets
Other Requirements
- Customer Experience: Maintain high service standards, follow up on resolutions, and gather feedback to improve processes
- Record Keeping: Log all interactions, categorize and document issues, and update customer accounts.
