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Specialist - Presales Job in Hcltech

Specialist - Presales

Hcltech 2 days ago
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Job Summary Job Summary: The Specialist in Presales will be responsible for supporting presales activities related to network access control (NAC) solutions. This role requires a strong understanding of NAC technology, its application in securing network environments, and providing pre-sales support to customers. You will also be responsible for managing customer escalations, performing root cause analysis, and delivering solutions that meet service level agreements (SLAs). Additionally, this role involves ensuring high customer satisfaction (CSAT) and contributing to continuous improvements through value-adding activities. Key Responsibilities: Presales Support: Assist in presales activities related to Network Access Control (NAC), helping to understand client requirements, demonstrate solutions, and craft proposals. Escalation Support and Root Cause Analysis: Provide support for on-call escalations, diagnose and resolve issues related to NAC solutions, and conduct root cause analysis of the given problems. Ticket Management: Independently resolve tickets within the agreed SLA for ticket volume and resolution time. Quality and Compliance: Adhere to quality standards, regulatory requirements, and company policies while handling support tickets and presales activities. Knowledge Sharing and Training: Participate in value-adding activities such as updating and managing the knowledge base. Provide training to new employees and coaching to analysts to enhance their skills and productivity. Customer Satisfaction (CSAT): Ensure positive customer experience through First Call Resolution (FCR) and minimize rejected resolutions or reopened cases, thereby improving overall CSAT scores. Required Skills and Qualifications: Technical Expertise: Proficient in Network Access Control (NAC) solutions, with hands-on experience in managing and supporting NAC systems. Problem Solving and Troubleshooting: Strong problem-solving abilities to quickly identify and resolve technical issues related to NAC. Experience with Service-Level Agreements (SLA): Ability to independently handle escalations and resolve issues within the defined SLA. Communication Skills: Strong verbal and written communication skills, with the ability to explain technical issues to both technical and non-technical stakeholders. Knowledge Base and Process Improvement: Knowledge and experience in creating, managing, and updating knowledge bases. Commitment to process improvements through documentation, training, and proactive issue resolution. Team Collaboration and Customer Focus: Experience in working in a collaborative team environment with a customer-centric focus to improve overall service quality.
Qualification :
Bachelor of Technology
Experience Required :

2 to 5 Years

Vacancy :

2 - 4 Hires

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