Subject Matter Expert / Coach
DXC Technology
Employer Active
Posted 7 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Job Description:
Responsibilities
- Conduct knowledge sharing sessions at a defined frequency along with the support of the trainer
- Ensuring the flow of project related information / updates within the project team and with the people concerned
- Build relationship/trust with agents so that they are comfortable approaching them for resolution of customer issues
- Monitor Ticket bins of all agents and monitor idle cases
- Handling elevation calls
- Check for the technical updates from DXC team and update agents on the same
- Applies basic foundation of a function's principles, theories and concepts to assignments of limited scope
- Exercises independent judgment within defined parameters
- Develops expertise and practical knowledge of application within business environment.
- Provides help desk analysts with feedback on call maintenance, customer updates, troubleshooting steps
- Remain well versed in help desk policies, procedures, standards and documentation
- Complete follow-on actions as appropriate and invoke Escalation Procedures within defined time frames and as appropriate
- Protect confidential and sensitive information and materials while observing strict compliance to licensing, copyright and trademark legislation
- Is required to be an expert user of Microsoft Office
- Ability to work under tight deadlines and deliver business results
- Ability to coach L1 engineers to support their development needs and help them meet their goals
- Must possess Excellent Communication skills / high energy and confidence
- Excellent performance metrics viz. CSAT / DSAT / AHT / Service Recovery
Desired Candidate Profile
The primary responsibilities of a Subject Matter Expert is mentioned below, but not limited to:
- Conduct knowledge sharing sessions at a defined frequency along with the support of the trainer
- Ensuring the flow of project related information / updates within the project team and with the people concerned
- Build relationship/trust with agents so that they are comfortable approaching them for resolution of customer issues
- Monitor Ticket bins of all agents and monitor idle cases
- Handling elevation calls
- Check for the technical updates from DXC team and update agents on the same
- Applies basic foundation of a function's principles, theories and concepts to assignments of limited scope
- Exercises independent judgment within defined parameters
- Develops expertise and practical knowledge of application within business environment.
- Provides help desk analysts with feedback on call maintenance, customer updates, troubleshooting steps
- Remain well versed in help desk policies, procedures, standards and documentation
- Complete follow-on actions as appropriate and invoke Escalation Procedures within defined time frames and as appropriate
- Protect confidential and sensitive information and materials while observing strict compliance to licensing, copyright and trademark legislation
- Is required to be an expert user of Microsoft Office
- Ability to work under tight deadlines and deliver business results
- Ability to coach L1 engineers to support their development needs and help them meet their goals
- Must possess Excellent Communication skills / high energy and confidence
- Excellent performance metrics viz. CSAT / DSAT / AHT / Service Recovery
Company Industry
- IT - Software Services
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Subject Matter Expert / Coach
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DXC Technology
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We re committed to fostering an inclusive environment where everyone can thrive.