HCL Tech

Technical Lead

Senior Technical Lead

Field Support Analyst

Major Incident Manager

Service Desk Trilingual Analyst

AI Program Management

The job description outlines the responsibilities of a Technical Lead, including providing support for on-call escalations and performing root cause analysis. The role involves independently resolving tickets within agreed service level agreements (SLAs) for both ticket volume and resolution time. The Technical Lead is expected to adhere to quality standards, regulatory requirements, and company policies while also contributing to value-adding activities such as knowledge base updates and management, training new team members, and coaching analysts. A key aspect of the role is ensuring a positive customer experience and achieving high customer satisfaction (CSAT) through first call resolution and minimizing rejected resolutions or reopened cases.

<h4>Job description:</h4>
 
 JD Attached <ul><li>To provide support for on call escalations and doing root cause analysis of given issue </li><li>To independently resolve tickets within agreed SLA of ticket volume and time </li><li>To adhere to quality standards, regulatory requirements and company policies </li><li>Work on value adding activities such Knowledge base update &amp; management, Training freshers, coaching analysts </li><li>To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases</li></ul>

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- This assessment gives us an idea of your C++ skills - Companies that evaluate this skillset in interviews: Rockstar Games, Ubisoft, Mayhem Studios, etc. - 10 Multiple Choice questions - Average time to complete: 7 to 10 minutes

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The Client Service Specialist at QS is vital for ensuring clients have a seamless and supportive experience. This role involves maintaining strong relationships and delivering exceptional service to sustain QS's reputation as a trusted partner in education and career development. The specialist will help clients make informed decisions that positively impact their futures by providing end-to-end support for advertisers and managing various platforms.

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<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Client Services Specialist</h3>Location: SingaporeBusiness unit: Institutional PerformanceJob type: Mat cover - 6 monthsWorking arrangement: HybridWhy QS?At QS, our culture fosters a flexible working environment that encourages our employees to own their career whilst personally and professionally thriving. We collaborate, respect, and support each other – and as a company, our values underpin these.Our mission is to empower motivated people around the world to fulfil their potential through higher education, and to ensure everyone has the same opportunity to achieve that potential. We celebrate the diversity of our teams and believe through sharing our experiences we can learn from one another and become stronger together, which enables us to achieve our goal.At QS, you’ll be responsible for implementing real change in the international higher education landscape, full of exciting and interesting challenges where you can drive positive impact across the business.In October 2023 we were thrilled to be included in Newsweek’s Top 100 Most Loved Workplaces® in the UK list which is compiled using employee sentiment and satisfaction data.Using insights from more than two million employees in organisations with 50 to 100,000 members of staff, the list recognises workplaces where employees feel most respected and appreciated.The RoleAt QS, our mission is to empower individuals worldwide to reach their full potential through education and career opportunities. The Client Service Specialist role is crucial in ensuring that our clients have a seamless and supportive experience with our services. By maintaining strong relationships and delivering exceptional service, you will help sustain QS's reputation as a trusted partner in education and career development. This role is vital in ensuring our clients receive the support they need to make informed decisions that positively impact their futures.Role responsibilities<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Provide end-to-end support for advertisers, including collecting and consulting on promotional materials, providing feedback on performance for publications, summits, Top Universities and Top MBA</li><li class="leading-relaxed">Manage and maintain advertiser platforms as well as manage performance of publications, conferences and other QS platforms</li><li class="leading-relaxed">Keep records and documentation of client interactions</li><li class="leading-relaxed">Develop and identify efficiencies across QS activities and platforms</li><li class="leading-relaxed">Maintain stakeholder engagement and communication internally and externally of QS, including the regional and overarching GACs and QS departments, as well as other interest groups</li><li class="leading-relaxed">Maintain communication throughout the content planning process to identify the content structure and organizational goals mapped to overall event themes, and to retain QS’ currency in the higher education sector</li><li class="leading-relaxed">Develop and produce strategic documentation, such as terms of references, standard operating procedures and action plans, to maintain currency of QS activities</li><li class="leading-relaxed">Create monthly and quarterly departmental reports to determine success of activities</li><li class="leading-relaxed">Identify content needs and manage content development process for all activities, such as events, editorial, marketing and promotional, providing project management, production timelines, and rhythm of business among content stakeholders</li><li class="leading-relaxed">Measure results (evaluations, attendance, feedback) on all content and communicate findings back to key stakeholders. Modify processes to adopt best practices and incorporate feedback as appropriate</li><li class="leading-relaxed">Assist the Editor & Program Designer in the development, creation, implementation and proofing of publications, and ensure all content aligns with editorial direction</li><li class="leading-relaxed">Assist the Editor & Program Designer in implementation of editorial direction, liaise with internal stakeholders to communicate changes and updates</li><li class="leading-relaxed">Engage and liaise with editorial and program contributors to ensure accuracy of content where appropriate</li><li class="leading-relaxed">Regular and ongoing review of online content to ensure currency and accuracy.</li></ul>Key skills and experience:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Excellent English, both written and verbal</li><li class="leading-relaxed">Additional languages may be an asset</li><li class="leading-relaxed">Exposure to or an interest in higher education and universities</li><li class="leading-relaxed">A proven track record in the delivery of personal and team targets</li><li class="leading-relaxed">Excellent research capabilities</li><li class="leading-relaxed">Strong attention to detail</li><li class="leading-relaxed">Excellent communication and collaborative skills</li></ul>So, who are we and what do we do?QS is the world’s leading provider of services, analytics, insights, and intelligence to the global higher education sector - supporting university excellence across the world. Our student recruitment and enrolment solutions enable universities and business schools to connect with talented individuals seeking to further their academic progress and career development. Our portfolio of professional services includes consultancy, student mobility and academic partnerships management, and branding solutions. We publish highly visible and influential rankings of international universities, including the QS World University Rankings® which reaches a global audience of hundreds of millions of people.Founded in 1990, our activities span across 50 countries, working with over 2000 of the world’s leading higher education institutions and over 12,000 employers.Headquartered in London, QS has over 800 employees globally with offices in Australia, Malaysia, India, Romania, Singapore, France, Germany, and the USA. QS keeps growing organically, through acquisition and by recruiting top talent across key regions.We take investing in our people very seriously.Outside of the standard benefits we also offer resources to allow professional growth and wellness initiatives to nurture a healthy mindset:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Free subscription to the Calm App – the #1 app for sleep, meditation, and relaxation</li><li class="leading-relaxed">A focus on welfare which is led by our global wellness team, with mental health first aiders globally</li><li class="leading-relaxed">Access to a variety of diversity and inclusion initiatives and groups</li><li class="leading-relaxed">Strong recognition and reward programs – including a peer-to-peer recognition platform, quarterly and annual QS Applaud Awards, Connect with your Career annual PD event</li><li class="leading-relaxed">Support for volunteering and study leave</li><li class="leading-relaxed">Free subscription to LinkedIn learning – with over 5000 courses and programmes at your fingertips</li><li class="leading-relaxed">Options to join our outstanding global Mentorship programme</li></ul>Like what you’ve heard? Great, apply now!As a candidate, we know the application and interview process can be daunting and so it’s important that you have a great experience with us. Our dedicated Talent Team will work hard to ensure you are fully informed at all stages and you are really excited by this opportunity to do meaningful work in the education space.Equal opportunitiesQS Quacquarelli Symonds is proud to be a fair and equal organisation where everyone has the same opportunity to achieve their full potential, irrespective of their background or personal attributes. We celebrate our diversity and believe through sharing our experiences we can learn from one another, be stronger together, and enable our business to thrive.Please keep an eye on your spam / junk email folder for correspondence from BambooHR

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This assessment gives us an idea of your C++ skills- Companies that evaluate this skillset in interviews: Rockstar Games, Ubisoft, Mayhem Studios, etc.- 10 Multiple Choice questions- Average time to complete: 7 to 10 minutes

Let's assess your Data Structures! - This assessment gives us an idea of your problem solving skills using DSA- Companies that evaluate this skillset in interviews: MPL, LILA Games, GSN Games, etc.- 10 Multiple Choice questions

Data Structures and Algorithms

Let's assess your Programming Patterns! ????- This assessment gives us an idea of your code architecture skills- Companies that evaluate this skillset in interviews: Dirtcube, PTW, Playshifu, etc.

Programming Patterns

Let's assess your OOPs skills! ????- This assessment gives us an idea of your fundamental OOPS concepts and Solid principles skills- Companies that evaluate this skillset in interviews: Hitwicket, GSN Games, Tomo Club, etc.

Object Oriented Programming

Let's assess your Unity Skills ????- This assessment gives us an idea of your Unity fundamentals- Companies you can apply for after taking this assessment: Godspeed games, Salvation Games, nCore Games, etc.

Technical Lead

Senior Technical Lead

Field Support Analyst

Major Incident Manager

Service Desk Trilingual Analyst

AI Program Management

Senior Technical Lead

Job Details