Job Description
Send me Jobs like this
Please find the Job description and revert with your updated Profile with below mentioned details.
Current Pay/ Last pay Package-
Notice Period-
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
Current Pay/ Last pay Package-
Notice Period-
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.
