Analyst - Customer Care
United States
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Job Description
Analyst - Customer Care

Job Summary

Analyst - CC plays a vital role in ensuring the smooth operation and maintenance of voice communication systems. This position focuses on monitoring, troubleshooting, and providing technical support to enhance service reliability and performance while delivering exceptional customer service. The Analyst will engage with customers to resolve issues effectively and contribute to overall customer satisfaction.

Key Responsibilities

1. Respond To Inbound Customer Queries And Make Outbound Calls To Resolve Customer Care Requests, Utilizing Strong Customer Service Skills And Knowledge Of Voice Communication Systems.
2. Provide Technical Support And Assist In Resolving Voice-Related Issues By Applying Knowledge Of Troubleshooting Techniques And Best Practices In Customer Service.
3. Maintain Active Communication With Customers To Address Service Issues And Provide Timely Updates, Ensuring A High Level Of Customer Satisfaction And A Positive Experience.
4. Create And Maintain Documentation On Voice Processes, Including Generating Reports On System Performance And Issues To Support Continuous Improvement.
5. Collaborate With Team Members To Support And Train Colleagues, Sharing Knowledge And Ensuring Adherence To Project Requirements And Service Level Agreements.

Skill Requirements

1. Strong Understanding Of Customer Service Principles And Practices
2. Proficiency In Voice Communication Systems And Troubleshooting Techniques
3. Excellent Written And Verbal Communication Skills
4. Familiarity With Customer Satisfaction Metrics, Including Nps
5. Outcome-Oriented Mindset With A Focus On Achieving Project Goals

Other Requirements

1. Certification In Customer Service Or Related Fields Is Optional But Valuable.
2. Relevant Training In Voice Communication Systems Is Recommended
Maximum Salary (US): 
Minimum Salary (US): 
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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 226,600 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 September 2025 totaled $14.2 billion.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.