H
HCLTech
Customer Support Executive
Skills
CRMSalesforceServiceNowCustomer Support
18 days ago
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Important information
Contract type:
Permanent
Salary:
₹200,000 – ₹400,000 / year
Location:
Lucknow, Uttar Pradesh, India
Work mode:
Onsite
Published on:
7 October 2026
What they need
- Provided exceptional customer and technical support through phone, email, chat, and remote assistance channels.
- Managed and resolved customer inquiries, incidents, and service requests within defined SLA timelines.
- Logged, tracked, prioritized, and updated tickets using ITSM/CRM tools such as ServiceNow, Remedy, Salesforce, or Zendesk.
- Diagnosed and troubleshot issues related to hardware, software, Microsoft 365, Windows OS, network connectivity, and user access.
- Performed password resets, account unlocks, user provisioning, and Active Directory administration activities.
- Handled inbound and outbound calls while maintaining high Customer Satisfaction (CSAT) and First Call Resolution (FCR) metrics.
- Escalated complex technical and customer issues to appropriate support teams and ensured timely resolution.
- Maintained accurate documentation of customer interactions, troubleshooting steps, and resolution details.
- Collaborated with cross-functional teams to improve service delivery, operational efficiency, and customer experience.
- Demonstrated strong communication, problem-solving, multitasking, and customer relationship management skills while meeting performance KPIs.
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