Subject Matter Expert

Job Description

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Job Summary


The Global-based Subject Matter Expert is responsible for managing all escalations between the Help Desk team located in the Global Operations Center in Hyderabad, India or the Sofia Operations Center in Sofia, Bulgaria and the Account Team in the US. He / she is responsible for maintaining a deep understanding of the Clients technical & business environment in order to transfer this knowledge to the Global Operations Center resources.


Principal Responsibilities: (Essential Function)


Operational Responsibilities

• Monitor all escalations from Level I / Level II technicians throughout the day each day, and consistently resolve, de-escalate, or further escalate within the required SLAs. Ensure 100% accuracy of all escalation to Clients Home Office according to established account guidelines / client expectations.
• Act as accounts highest global escalation point for all technical issues dealt with by the helpdesk team.
• Proactively seek to identify trends based on calls received / ARs created by the Help Desk team. Work to immediately notify Account Team personnel of these trends, while also identifying possible underlying technical issues, and recommending possible solutions whenever possible.
• Effectively manage all non-call related account activities including, but not limited to, the processing of Client New Hires / Transfers / Terminations, Broadband Appointments, managing Frustrated Freight, managing Orders Not Shipped, Non-Warranty / Warranty Repairs, and others as needed.
• Assist Account Team personnel with the preparation of all reports including, but not limited to, the Monthly Operations Report, the Monthly Client Invoice, the Daily Top Line Report, the Daily Report, and other Ad Hoc reports as needed.

Training/QA/Change Management

• Ensure effective execution of all Training Initiatives for the Help Desk team in the Global location. As such, must work closely with US-based SMEs to ensure effective change management and knowledge transfer between Client, US Account Team, and the Global Operations Center.)
• Consistently review Assistance Requests for technical accuracy/completeness and provide appropriate feedback to corresponding Technicians and GOC-SOC / Client leadership team.
• Engage in QA / QC activities as needed. (QA / QC activities include, but are not limited to, Open / Closed AR Review, QA monitoring / scoring using V-Print, live/observe, interacting with Hardware Services to ensure QC process is effective, QC of laptops as necessary, etc)
• Consistently maintain high level (deep understanding) of the Client technical / business environment. (Ensure that ServiceWare is consistently accurate and update / create KIs consistently to ensure that ALL ServiceWare content is accurate. Consistently search for gaps in existing ServiceWare content, develop content to close those gaps, and ensure the tool is consistently optimized for ease of use by the Global Operations Center. Ensure ServiceWare content is always complete, comprehensive, and accurate.)
• Ensure that Global Help Desk team members are consistently aware of all changes to existing policies and procedures. Effectively manage all changes to Clients technical / business environment by using phone conferences, tele-conferences, e-mail, instant messenger, and any other method of communication to interact with the US Account Team, and train Global employees on these changes.

Job Requirements


Skills

Excellent verbal and written communication skills
Strong customer service orientation
Ability to delegate and monitor tasks to subordinates
5 + years of Help Desk experience or prior technical experience preferred
Ability to be flexible to changes in shift schedules as directed by management
Advanced Troubleshooting skills
Advanced technical proficiency with:
o MS Office applications (Office 97, 2000, XP etc)
o Email and groupware (Outlook and Lotus Notes)
o CRM/SFA software packages (Siebel preferred)
o ACD systems
o MS Operating systems (95, 98, 2000, XP etc)
o General relational database and systems understanding


Education
Graduate/ Post Graduate
Command of English a MUST


Working Relationships

Client contacts Daily interactions (escalations) and weekly ops calls
Should create and maintain great relationship with the Account team in the US

Salary: INR 3,00,000 - 4,50,000 P.A. Free Home Pick and Drop

Industry: BPO / Call Centre / ITES

Farea: ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category: Quality

Role: Quality Coach

Keyskills: Qa Subject Matter ExpertiseSME subject matter expert Senior Level Coach mentortrainer senior executive team leader sr. executive quality analyst BPO call center voice process technical support

Desired Candidate Profile

Education:

UG - Any Graduate - Any Specialization
PG - Any Postgraduate - Any Specialization
Doctorate - Doctorate Not Required

Please refer to the Job description above

Company Profile

C3i Support Services Private Limited
http://www.c3i-inc.com

C3i, Inc. is a high-tech services company devoted to helping companies realize the potential of customer relationship management (CRM). By addressing the unique demands of today's mobile computing environment, C3i's customized support, training, and professional services enable organizations to set and achieve aggressive short-and long-term goals for CRM technology. We are actively seeking qualified people to become a part of our successful team. C3i, Inc is a Premier Consulting Partner with Siebel. More information on C3i and our available positions can be found on our web site at http://www.c3i-inc.com.