Administrator (Support & Operations)

HCLTech · Bangalore

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कहाँBangaloreKarnataka

प्रकारFull time

Posted10 May167 दिन पहले, SimplyHired से

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Technical troubleshootingCustomer communicationSystem administrationEmail communicationData analysis reportingStakeholder collaborationBasic service issue troubleshootingAutomationSupport ticket trackingWorkflow managementStakeholder liaisonWriting skillsIT system monitoringCorrespondence draftingBusiness analysisVoIP administrationProcess improvementTicketing softwareCommunication platformsCloud service supportSaaS platformsVendor communicationHelp desk systemsUser managementClient communication managementProblem identificationManagement reportingTelephone systemsApplication maintenanceClient communication skillsSaaSCross-functional collaborationCommunication skillsCross-functional communicationData extractionOperational performance reportingSystem performance monitoring

इस job के बारे में

Administrator (Support & Operations)

Bengaluru, Karnataka

Job Summary

System Maintenance & Technical Skills

Administer and support Zoom Phone and NiCE CXone platforms on a day-to-day basis, including telephony/VoIP, ticketing, CRM, and related contact-centre systems.

Monitor and maintain ticketing workflows, automation rules, user access permissions, system configurations, and platform performance.

Support data extraction, reporting, and operational analysis to meet business and stakeholder requirements.

Troubleshoot system issues, coordinate with vendors where needed, and help ensure reliable service delivery.

Required Skills & Experience

Hands-on experience with SaaS contact-centre applications, particularly Zoom Phone and NiCE CXone.

Experience using IT service-management and ticketing tools, preferably Freshservice.

Strong written communication skills, with the ability to engage agents, clients, and stakeholders through chat and email.

Understanding of routing strategies, queues, skills-based routing, and call-distribution logic.

Technical knowledge of contact-centre operations and customer-service environments.

Ability to analyse operational issues, recommend improvements, and work effectively across technical and business teams.

Vendor Technologies

NiCE CXone / inContact

Zoom Phone

Vonage (Nexmo)

Voice and telephony systems

Key Responsibilities

Hands-on experience with SaaS contact-centre applications, particularly Zoom Phone and NiCE CXone.

Experience using IT service-management and ticketing tools, preferably Freshservice.

Strong written communication skills, with the ability to engage agents, clients, and stakeholders through chat and email.

Understanding of routing strategies, queues, skills-based routing, and call-distribution logic.

Technical knowledge of contact-centre operations and customer-service environments.

Ability to analyse operational issues, recommend improvements, and work effectively across technical and business teams.

Skill Requirements

Other Requirements

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