Administrator - Cisco Customer Voice Portal (CVP)
India
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Job Description
Administrator - Cisco Customer Voice Portal (CVP)

Job Summary

The Cisco Voice Administrator plays a critical role in the Support & Operations team, focusing on independently resolving technical issues related to Cisco voice systems. This position emphasizes customer satisfaction through effective ticket resolution, root cause analysis, and knowledge management activities, ensuring that service delivery aligns with organizational standards and enhances the overall user experience.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Managing Cisco Voice System Operations To Ensure Compliance With Company Policies.
2. Provide Expert Support For On-Call Escalations Involving Cisco Voice Issues, Performing Thorough Root Cause Analyses To Identify And Mitigate Recurring Problems.
3. Contribute To Value-Adding Activities Such As Updating And Managing The Knowledge Base, Providing Training To New Hires, And Coaching Analysts In Cisco Voice Operations.
4. Independently Resolve Support Tickets Related To Cisco Voice Systems Within Agreed Service Level Agreements (Slas), Ensuring Timely And Efficient Service Delivery.
5. Enhance Customer Experience And Improve Customer Satisfaction Scores (Csat) Through Effective First Call Resolution Strategies And Minimizing Case Reopenings.

Skill Requirements

1. Solid Understanding Of Cisco Voice Technologies And Related Tools.
2. Proficient In Troubleshooting And Resolving Issues In Cisco Voice Systems.
3. Familiarity With Ticketing Systems And Sla Management.
4. Strong Communication Skills For Effective Customer Interaction And Training Purposes.

Other Requirements

1. Cisco Certified Network Associate (Ccna) Voice Certification Is Optional But Valuable.
2. Itil Foundation Certification Is Recommended For Best Practices In Service Management
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 220,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2024 totaled $13.8 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.