Subject Matter Expert (Support&Ops)
Logistics, Sales & Operations · Customer Support
In short
As a Subject Matter Expert in Support & Operations, you will be responsible for the timely resolution of escalated incidents, ensuring adherence to SLAs and quality standards. This role involves value-added activities like mentoring, documentation, and customer communication to ensure positive satisfaction.
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 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 (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance to be presented to key business stakeholders.
#Support#Operations#SME#Escalations#Incident Management#Customer Satisfaction#SOPs#Root Cause Analysis#Trend Analysis
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Noida, India
Applicants
Be an early applicant