Subject Matter Expert (Support&Ops)

Logistics, Sales & Operations · Sales & Business Development · Customer Support · Sales Operations

In short

As a Subject Matter Expert (Support&Ops) in Bengaluru, you will ensure on-time resolution of escalated tickets and incidents, adhering to SLAs and quality standards. Your role involves value-addition through mentoring, SOP preparation, documentation, and knowledge sharing, alongside client-facing communication and analysis validation.

Responsibilities

Ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
Perform value addition activities like mentoring administrators/team members, preparing SOPs, maintaining documentation, and knowledge sharing.
Act as a liaison to the business segment, facilitating communication and presentation to key business stakeholders.
Validate Change Order Implementation Plan & Human Error Compliance and participate in capacity planning.
Ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.
Validate analyses (e.g., Root Cause Analysis, Trend Analysis) and reports for presentation to key business stakeholders.

Requirements

On-time resolution of escalations/incidents as per the SLA and quality norms.
Positive customer satisfaction.

Benefits

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

#SME#Support#Operations#Escalations#Incidents#SLA#Customer Satisfaction#Mentoring#SOPs#Documentation#Knowledge Sharing#Change Order#Capacity Planning#Root Cause Analysis#Trend Analysis

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, 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. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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