• Subject Matter Expert Jobs in Hyderabad,India

  • Client of Career logic Staffing
  • Save Job
  • 2 - 5 Years
  • Posted : above 1 month

Job Description:

Operational Responsibilities

  • Monitor all escalations from Level I / Level II technicians throughout the day each day, and consistently resolve, de-escalate, or further escalate within the required SLAs  Ensure 100% accuracy of all escalation to Client’s Home Office according to established account guidelines / client expectations

  • Act as account’s highest global escalation point for all technical issues dealt with by the helpdesk team

  • Proactively seek to identify trends based on calls received / Cases’ created by the Help Desk team Work to immediately notify Account Team personnel of these trends, while also identifying possible underlying technical issues, and recommending possible solutions whenever possible

  • Effectively manage all non-call related account activities including, but not limited to, the processing of Client New Hires / Transfers / Terminations, Broadband Appointments, managing Frustrated Freight, managing Orders Not Shipped, Non-Warranty / Warranty Repairs, and others as needed

  • Assist Account Team personnel with the preparation of all reports including, but not limited to, the Monthly Operations Report, the Monthly Client Invoice, the Daily Top Line Report, the Daily Report, and other Ad Hoc reports as needed


    Training/QA/Change Management

  • Ensure effective execution of all Training Initiatives for the Help Desk team in the Global location As such, must work closely with US-based SME’s to ensure effective change management and knowledge transfer between Client, US Account Team, and the Global Operations Center)

  • Consistently review Assistance Requests for technical accuracy/completeness and provide appropriate feedback to corresponding Technicians and GOC-SOC / Client leadership team

  • Engage in QA / QC activities as needed  (QA / QC activities include, but are not limited to, Open / Closed AR Review, QA monitoring / scoring using V-Print, live/observe, interacting with Hardware Services to ensure QC process is effective, QC of laptops as necessary, etc…)

  • Consistently maintain high level (deep understanding) of the Client technical / business environment  (Ensure that ServiceWare is consistently accurate and update / create KI’s consistently to ensure that ALL ServiceWare content is accurate  Consistently search for gaps in existing ServiceWare content, develop content to close those gaps, and ensure the tool is consistently optimized for ease of use by the Global Operations Center  Ensure ServiceWare content is always complete, comprehensive, and accurate)

  • Ensure that Global Help Desk team members are consistently aware of all changes to existing policies and procedures  Effectively manage all changes to Client’s technical / business environment by using phone conferences, tele-conferences, e-mail, instant messenger, and any other method of communication to interact with the US Account Team, and train Global employees on these changes



    Job Requirements



  • Excellent verbal and written communication skills

  • Strong customer service orientation

  • Ability to delegate and monitor tasks to subordinates

  • 3 + years of Help Desk experience or prior technical experience preferred

  • Strong presentation skills

  • Advanced organizational skills

  • Ability to be flexible to changes in shift schedules as directed by management

  • Advanced Troubleshooting skills


    Profile Summary:

    Employment Type : Full Time
    Eligibility : Any Graduate
    Industry : CRM/CallCentres/BPO/ITES/Med.Trans, IT-Software
    Functional Area : Operations/Customer Service/Telecalling/Backend, IT Hardware : Hardware Products & Services
    Role : Customer Support,Technical Process
    Salary : Rs 3.00 - 5.50 Lacs p.a.
    Deadline : 07th Mar 2020

    Key Skills:

    Company Profile:

    Client of Career logic Staffing
    Leading KPO Company based in Hyderabad

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