Subject Matter Expert (Support&Ops)
Logistics, Sales & Operations · Sales & Business Development · Sales Operations · Customer Success
In short
We are seeking a Subject Matter Expert in Support & Operations to ensure timely resolution of escalations and incidents while maintaining quality and customer satisfaction. This role involves value-addition activities like mentoring, SOP preparation, knowledge sharing, and acting as a liaison to 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.
- Validate analyses (e.g., Root Cause Analysis, Trend Analysis) and reports for presentation to key business stakeholders.
#Support#Operations#SME#Escalations#Incidents#SLA#Customer Satisfaction#Root Cause Analysis#Trend Analysis
Company
HCLTech
Job Posted
1 month ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
G B Nagar, India
Applicants
Be an early applicant