The Job

Subject Matter Expert (Support&Ops)

Logistik, försäljning och verksamhet · Försäljning och affärsutveckling · Säljverksamhet · Kundframgång

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I korthet

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.

Ansvarsområden

  • 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.

Krav

  • 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.

Önskade kvalifikationer

  • 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.

Förmåner

  • 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
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Företag

HCLTech

Publicerade jobb

för 1 månad sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Chennai, India

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