Admin Global Account Management

Lead Recruiter / Lead Talent Acquisition Partner

About HCLTech

HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit

Job Summary

The Global Account Administrator plays a crucial role in ensuring seamless support and operations within the organization. This position focuses on independently resolving customer tickets, providing on-call support, and conducting root cause analyses to enhance customer satisfaction and operational efficiency.

Key Responsibilities

• 1. Adhere to quality standards and regulatory requirements by implementing best practices in global account management and windows pc support, ensuring compliance with company policies.
• 2. Provide on-call support for escalated issues, utilizing analytical skills to perform root cause analysis and develop effective solutions.
• 3. Contribute to value-adding activities such as updating and managing the knowledge base, training new hires, and coaching analysts to improve team performance.
• 4. Independently resolve customer tickets within the agreed service level agreements (sla) for ticket volume and resolution time, ensuring timely responses and solutions.
• 5. Enhance customer experience and customer satisfaction (csat) metrics by achieving first call resolution and minimizing rejected resolutions or reopened cases.

Skill Requirements

Certification

1. ITIL foundation certification is optional but valuable for this role

Seniority level

Employment type

Job function

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