The Job

Subject Matter Expert (Support&Ops)

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

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I korthet

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.

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

  • 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.

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#Service Level Agreement#Customer Satisfaction#Root Cause Analysis#Trend Analysis
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Företag

HCLTech

Publicerade jobb

för 3 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

India

Sökande

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