Analyst - Technical diagnosis and troubleshooting
United States
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Job Description
Analyst - Technical diagnosis and troubleshooting

Job Summary

Analyst - Tech plays a vital role in ensuring the efficient operation and maintenance of voice communication systems. This position is responsible for monitoring, troubleshooting, and providing technical support to enhance service reliability and performance. The Analyst will serve as a key point of contact for resolving technical issues and maintaining customer satisfaction.

Key Responsibilities

1. Monitor And Troubleshoot Voice Communication Systems Using Technical Diagnosis And Troubleshooting Skills To Identify And Resolve Issues Promptly.
2. Provide Technical Support For Voice-Related Issues, Serving As An Escalation Point To Ensure Timely Resolution And Maintain Service Quality.
3. Maintain Active Communication With Customers To Address Service Issues, Ensuring A High Level Of Customer Satisfaction And Adherence To Nps Goals.
4. Create And Maintain Comprehensive Documentation On Voice Processes, Generating Reports On System Performance And Technical Issues To Support Continuous Improvement.
5. Respond To Inbound Queries And Make Outbound Communications As Needed To Resolve Technical Service Issues, Ensuring Alignment With Project Requirements And Slas.

Skill Requirements

1. Technical Diagnosis And Troubleshooting Of Voice Communication Systems
2. Proficient In Written And Verbal Communication For Effective Customer Interaction
3. Strong Focus On Customer Satisfaction And Ability To Achieve Nps Targets
4. Outcome-Oriented Mindset With A Commitment To Meeting Deadlines And Project Goals

Other Requirements

1. Optional But Valuable Certifications In Voice Communication Or Itil Foundations
Maximum Salary (US):  0
Minimum Salary (US):  0
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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.