SME (Support) - Electrical Campaign in Bridgetowne
Concentrix Philippines
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Job summary
Concentrix Philippines is seeking a Subject Matter Expert (SME) to serve as the primary support for agents and customers on electrical, technical, and product-related concerns. The role requires strong troubleshooting, coaching, and a solid understanding of electrical systems.
You will work onsite with shifting schedules and collaborate with cross-functional teams to drive quality and knowledge management. The ideal candidate has a degree in Electrical/Electronic engineering or related field and
Qualifications
- Degree in Electrical/Electronics or related field.
- Minimum 6 months BPO customer service or technical support.
- Strong understanding of electrical systems and related technologies.
Responsibilities
- Provide SME support on electrical/technical inquiries.
- Coach and guide agents on product knowledge and processes.
- Assist with troubleshooting and escalations.
- Document recurring issues and best practices for knowledge management.
- Monitor performance and identify knowledge gaps for intervention.
- Ensure adherence to processes and client expectations.
- Collaborate with Operations, Training and Quality teams.
Skills
Education
Tools
Job description
The Subject Matter Expert (SME) will serve as the primary point of support for agents and customers regarding electrical, technical, and product-related concerns. This role requires strong troubleshooting skills, the ability to provide coaching and guidance to team members, and a solid understanding of electrical systems.
- Provide subject matter expertise and support on electrical and technical-related inquiries
- Assist agents with troubleshooting complex customer concerns and escalations
- Conduct root cause analysis and recommend appropriate solutions
- Support training initiatives by coaching and mentoring team members on product and process knowledge
- Monitor team performance and identify knowledge gaps requiring intervention
- Ensure adherence to operational processes, quality standards, and client expectations
- Collaborate with Operations, Training, and Quality teams to drive continuous improvement
- Document recurring issues, resolutions, and best practices for knowledge management
- Stay updated on electrical systems, products, and emerging industry trends
- Degree in Electrical Engineering, Electronics Engineering, Electrical Technology, or any related field
- Minimum of 6 months BPO experience in customer service, technical support, or related functions
- Strong understanding of electrical systems, power distribution, wiring, batteries, inverters, solar energy, or related technologies
- Excellent troubleshooting and analytical skills
- Strong communication and coaching skills
- Willing to work onsite and on shifting schedules
- Experience supporting technical, renewable energy, solar, utility, electrical equipment, or engineering-related accounts (preferred)
- Previous experience as an SME and Technical Support Representative (preferred)
- Familiarity with CRM and ticketing tools (preferred)
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