Subject Matter Expert (Support&Ops)

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

In short

To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction. This role involves value-addition activities like mentoring, SOP preparation, documentation, knowledge sharing, and liaison with business stakeholders.

Responsibilities

Ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
Perform value addition activities such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation, and knowledge sharing.
Act as a liaison to the business segment, facilitating effective 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 to facilitate performance in tasks to be presented to key business stakeholders.

Requirements

Efficient analysis as per SLA and quality norms.
Ability to mentor administrators/team members.
Ability to prepare SOPs.
Effective documentation skills.
Knowledge sharing capabilities.
Effective communication and presentation skills to business stakeholders.
Ability to validate Change Order Implementation Plan & Human Error Compliance.
Capacity planning participation.
Ability to conduct Root Cause Analysis and Trend Analysis.
Understanding of customer feedback mechanisms.

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.

#Support#Operations#SLA#Customer Satisfaction#Root Cause Analysis#Trend Analysis#Change Order

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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