The Job

Subject Matter Expert (Support&Ops)

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

Gå med för uppdateringar

I korthet

We are seeking a Subject Matter Expert in Support & Operations to ensure timely resolution of escalations and incidents while maintaining quality and customer satisfaction. This role involves value-addition activities like mentoring, SOP preparation, knowledge sharing, and acting as a liaison to business stakeholders.

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.
  • Validate analyses (e.g., Root Cause Analysis, Trend Analysis) and reports for presentation to key business stakeholders.
#Support#Operations#SME#Escalations#Incidents#SLA#Customer Satisfaction#Root Cause Analysis#Trend Analysis
HCLTech Logo

Företag

HCLTech

Publicerade jobb

för 1 månad sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

G B Nagar, India

Sökande

Ansök tidigt