Senior Subject Matter Expert — IT & Customer Support

Consult; Philippines; Hybrid; PHP 420,000 - 660,000; Full time

Job summary

Consult is seeking a Subject Matter Expert in the Philippines to oversee day-to-day operations of assigned teams, ensuring work is performed with quality, accuracy and the highest standards. The SME provides expert knowledge of systems related to the job function and leads the support activities.

The role emphasizes escalations management, strong communication, and data-driven reporting to improve service levels.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Minimum 2 years work experience in customer service environment in a BPO/KPO or similar industry.
• Experience in high tech industry, preferably in IT, Telco or data centers.
• Track record in providing excellent service while in Level 1 support.
• Knowledgeable on product or account he or she will be supporting.

Responsibilities

• Oversee day-to-day operations of assigned teams.
• Ensure work is performed with quality, accuracy and the highest standards.
• Lead escalations and guide junior team members to resolve issues.
• Communicate effectively with internal and external stakeholders to maintain service levels.
• Drive for results and maintain professional standards across shifts.

Skills

Strong communication

Reporting skills

Analytical skills

Organizational skills

Education

Bachelor’s Degree or equivalent

Job description

Consult is seeking a Subject Matter Expert in the Philippines to oversee day-to-day operations of assigned teams, ensuring work is performed with quality, accuracy and the highest standards. The SME provides expert knowledge of systems related to the job function and leads the support activities.

The role emphasizes escalations management, strong communication, and data-driven reporting to improve service levels.