Sr Analyst
United States
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Job Description
Sr Analyst
El Paso, Texas

Job Summary

To independently troubleshoot/resolve assigned tickets and provide support in adherence to agreed SLA and quality standards of the company.

  • Providing operational support for assigned contract pharmacy Help Desk tickets
  • Assisting in contract pharmacy amendments and terminations
  • Maintenance of internal contract pharmacy database
  • Provide software training to new Pharmacies as onboarding process
  • Communications and assistance with client/wholesalers/contract pharmacies related to resolving any drug replenishment issues.
  • Answer inquiries by clarifying desired information; researching, locating, and providing information
  • Provide training to newly added contract pharmacy partners
  • Properly escalate unresolved queries to the next level of support
  • Ensure proper recording, documentation and closure of all requests
  • Contribute to building knowledge base of repeat requests
  • Build sustainable relationships of trust through open and interactive communication with clients
  • Follow up with clients and pharmacy partners as needed, provide feedback and see problems through to resolution
  • Utilize excellent customer service skills and exceed clients’ expectations
  • Enhance organization reputation by accepting ownership for accomplishing requests and providing exceptional client experience
  • Maintain catalogs and pricing access with Wholesalers

 

Key Responsibilities

1. To provide support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time. 
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.

Skill Requirements

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Other Requirements

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Maximum Salary (US):  82000
Minimum Salary (US):  54000
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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 226,300 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 2025 totaled $14.5 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.