Subject Matter Expert (Support&Ops)
Logistics, Sales & Operations · Sales & Business Development · Sales Operations
In short
The Subject Matter Expert (Support&Ops) in Noida will be responsible for the timely resolution of escalated incidents, ensuring quality compliance and customer satisfaction. This role involves value-added activities like mentoring, documentation, and acting as a 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.
#Support#Operations#SME
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