Key skills
GoAzureSSOSalesforce
About this role
HCL Technologies Limited
Job Summary
The Senior Support Lead plays a critical role in enhancing customer satisfaction by executing continuous improvement activities, conducting root cause analysis, and providing expert technical assistance to resolve complex customer issues. This position is pivotal in bridging the gap between customer needs and product enhancements, ensuring that support processes align with organizational goals.
Key Responsibilities
A senior resource accountable for end-to-end technical activation, including:
* Connectivity (VDI, SSO, network readiness).
* System access across CXone, Salesforce, and Azure environments.
* Integration validation (CTI, APIs, data flows).
* Identification and resolution of cross-system dependencies.
* Ownership of technical readiness sign-off prior to go-live.
Skill Requirements
* Connectivity (VDI, SSO, network readiness).
* System access across CXone, Salesforce, and Azure environments.
* Integration validation (CTI, APIs, data flows).
* Identification and resolution of cross-system dependencies.
* Ownership of technical readiness sign-off prior to go-live.
Other Requirements
1. Itil Foundation Certification Is Preferred But Not Mandatory.
2. Certifications Related To Product Support And Customer Service Management Are Optional But Valuable.
Job Summary
The Senior Support Lead plays a critical role in enhancing customer satisfaction by executing continuous improvement activities, conducting root cause analysis, and providing expert technical assistance to resolve complex customer issues. This position is pivotal in bridging the gap between customer needs and product enhancements, ensuring that support processes align with organizational goals.
Key Responsibilities
A senior resource accountable for end-to-end technical activation, including:
* Connectivity (VDI, SSO, network readiness).
* System access across CXone, Salesforce, and Azure environments.
* Integration validation (CTI, APIs, data flows).
* Identification and resolution of cross-system dependencies.
* Ownership of technical readiness sign-off prior to go-live.
Skill Requirements
* Connectivity (VDI, SSO, network readiness).
* System access across CXone, Salesforce, and Azure environments.
* Integration validation (CTI, APIs, data flows).
* Identification and resolution of cross-system dependencies.
* Ownership of technical readiness sign-off prior to go-live.
Other Requirements
1. Itil Foundation Certification Is Preferred But Not Mandatory.
2. Certifications Related To Product Support And Customer Service Management Are Optional But Valuable.