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Subject Matter Expert (Support&Ops)

Logistik, försäljning och verksamhet · Kundsupport

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I korthet

As a Subject Matter Expert in Support & Operations, you will be responsible for the timely resolution of escalated incidents, ensuring adherence to SLAs and quality standards. This role involves value-added activities like mentoring, documentation, and customer communication to ensure positive satisfaction.

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 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 (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance to be presented to key business stakeholders.
#Support#Operations#SME#Escalations#Incident Management#Customer Satisfaction#SOPs#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

Noida, India

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