Subject Matter Expert (Support&Ops)
Logistics, Sales & Operations · Sales & Business Development · Sales Operations · Customer Success
In short
The Subject Matter Expert (Support & Ops) in Chennai, Tamil Nadu, is responsible for ensuring timely resolution of escalated tickets and incidents, maintaining quality standards, and achieving high customer satisfaction. This role involves value-added activities like mentoring, SOP preparation, and knowledge sharing, as well as participating in change order validation and capacity planning.
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 for on-time resolution of escalations/incidents.
- Adherence to SLA and quality norms.
- Effective communication and presentation skills.
- Validation of Change Order Implementation Plan & Human Error Compliance.
- Participation in Capacity planning.
- Customer meeting participation for issue understanding.
- Validation of Root Cause Analysis and Trend Analysis reports.
Desired Qualifications
- Experience in ensuring on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA.
- Experience in value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing).
- Experience as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
- Experience in validating Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning.
- Experience in ensuring positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.
- Experience in validating analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.
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#SME#escalations#incident management
Company
HCLTech
Job Posted
1 month ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Chennai, India
Applicants
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