The Job

Subject Matter Expert (Support&Ops)

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

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In short

This role is for a Subject Matter Expert in Support & Operations based in Chennai, India. The primary responsibility is to ensure timely resolution of escalated tickets and incidents while maintaining quality and customer satisfaction standards.

Responsibilities

  • Ensure on-time resolution and quality compliance of escalated tickets/incidents as per agreed SLA.
  • Perform value addition activities like mentoring team members, preparing SOPs, maintaining 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.
  • Validate analyses (e.g., Root Cause Analysis, Trend Analysis) and reports for presentation to key business stakeholders.

Requirements

  • On-time resolution of escalations/incidents.
  • Efficient analysis as per SLA and quality norms.
  • Positive customer satisfaction.
  • Mentoring administrators/team members.
  • Preparing SOPs.
  • Maintaining effective documentation.
  • Knowledge sharing.
  • Effective communication and presentation to key business stakeholders.
  • Validation of Change Order Implementation Plan & Human Error Compliance.
  • Participation in Capacity planning.
  • Active participation in customer meetings.
  • Validation of analyses (Root Cause Analysis, Trend Analysis) and reports.

Benefits

  • Supercharge your potential at HCLTech.
  • Find your career.
  • Find your spark.
  • A place that puts its people first.
  • Global technology company with 223,000+ employees in 60 countries.
  • Industry-leading capabilities in digital, engineering, cloud, and AI.
  • Work with clients across all major verticals.
#Support#Operations#SLA#Analysis#Customer Satisfaction#Root Cause Analysis#Trend Analysis#Capacity Planning
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Company

HCLTech

Job Posted

3 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

Chennai, India

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