Sr. SME, Operations

Job Title:

Sr. SME, Operations

Job Description

The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

 Role and Key Responsibilities:

· SME's are on roaming profile constantly moving from agent to agent

· Provide proactive diagnosis & troubleshooting guidance to tech support agents.

·  Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).

· Drive team metrics.

· Monitor closure of service levels regularly.

· Ensure prompt escalations to the Team Captain.

· Supervise team in the absence of the Team Captain.

· Monitor performance and quality scores of the team.

· Take production and escalated calls.

 

Key Skills and knowledge:

 

· Strong Technical knowledge and know-how of products supported by the Process.

· Excellent written & verbal communication skills

· Strong customer service aptitude

· Strong Excel & Analytical skills shall be an added advantage.

· Being flexible, sensitive and open minded when dealing with customers.

· Knowledge of Fantasia Mobility Devices; Knowledge of latest Operating Systems

· Knowledge of Client Policies and Processes (Software policies, Hardware policies & Warranty)

·  Experience in Hardware and Troubleshooting.

·  OEM experience- good to have.

· Ability to learn including strong problem- solving skills

· Should be able to handle complex queries 

Educational Qualification :   Graduate 

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

 

Location:

IND Hyderabad - Unit No. 601, 6th Flr, Maximus Building 2A

Language Requirements:

Time Type:

Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents