Subject Matter Expert (Support&Ops)
Logistics, Sales & Operations · Sales & Business Development · Sales Operations · Customer Support
In short
This Subject Matter Expert (Support&Ops) role focuses on resolving escalated tickets and incidents within SLAs, ensuring high-quality customer satisfaction. Responsibilities include performing value-added activities like mentoring, documentation, 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
- On-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms.
- Positive customer satisfaction.
- Effective documentation and knowledge sharing.
- Validation of Change Order Implementation Plan & Human Error Compliance.
- Participation in Capacity planning.
- Active participation in customer meetings.
- Validation of analyses (e.g., Root Cause Analysis, Trend Analysis) and reports.
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#Service Level Agreement#Customer Satisfaction#Root Cause Analysis#Trend Analysis
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
India
Applicants
Be an early applicant