SUBJECT MATTER EXPERT (SME)

GameOps Inc.; Eastern Manila District; On-site; PHP 600,000 - 900,000; Full time

Job summary

GameOps Inc. is seeking a Subject Matter Expert with strong product and process knowledge to be the go-to person for the team, support agents, handle escalations, and provide coaching. There is potential to grow into a leadership role.

You will monitor ticket quality, identify recurring issues, assist with agent training, and keep documentation up to date while communicating clearly with clients and the team.

Qualifications

• At least 2 years of experience in a leadership, supervisory, or SME role
• Bachelor’s degree in any field
• Strong knowledge and experience in MMORPGs and/or other video game genres
• Experience playing video games across different genres and platforms is a plus
• Excellent verbal and written English communication skills
• Strong comprehension, analytical, critical-thinking, and problem-solving skills
• Ability to effectively identify, assess, and resolve complex issues
• Ability to provide guidance, coaching, and support to team members on process and product-related concerns
• Strong ability to analyze information and make sound decisions based on available data
• Proficient in Microsoft Office Suite and other relevant computer applications
• Strong interpersonal and communication skills
• Good data entry and typing skills
• Willing to work onsite in Ortigas Center, Pasig City
• Willing to work on holidays and on a shifting schedule

Responsibilities

• Serve as the go-to person for product and process-related questions.
• Support agents with complex or critical concerns and handle escalations when needed.
• Identify recurring issues and trends and raise them to the appropriate team.
• Assist with agent training and coaching using available resources and process guidelines.
• Monitor ticket quality and provide feedback to help improve performance.
• Communicate resolutions and updates clearly to both the client and the team.
• Prepare reports and provide daily updates through email.
• Keep documentation accurate and up to date.
• Stay informed about new processes, policies, and changes, and help the team adapt accordingly.
• Keep supervisors and management updated on important concerns, issues, and developments.
• Monitoring attendance and team availability.
• Distributing workload and managing break schedules.
• Monitoring team updates, productivity, and quotas.
• Ensuring the team follows processes, policies, and guidelines.
• Addressing day-to-day concerns and making decisions when needed.
• Working closely with the team to keep operations running smoothly.

Skills

Leadership experience

Supervisory experience

SME experience

English communication

Analytical thinking

Problem solving

Data entry

Team coaching

Interpersonal skills

MS Office

Education

Bachelor’s degree

Tools

Microsoft Office Suite

Job description

We’re looking for a Subject Matter Expert with strong product and process knowledge to be a go-to person for the team, support agents, handle escalations, and provide coaching. We’re also looking for someone who enjoys leading or has the potential to grow into a future leadership role.

What You’ll Do

• Serve as thego-to personfor product andprocess-related questions.
• Support agents withcomplexor critical concernsand handle escalationswhen needed.
• Identify recurring issuesand trends andraise them tothe appropriate team.
• Assist with agenttraining and coachingusing available resourcesandprocess guidelines.
• Monitor ticket qualityand provide feedbackand coaching tohelp improve performance.
• Communicate resolutionsand updates clearlyto both theclient and theteam.
• Prepare reports andprovide daily updatesthrough email.
• Keepdocumentation accurateand up todate.
• Stay informed aboutnew processes, policies, and changes, andhelpthe team adaptaccordingly.
• Keep supervisors andmanagement updated onimportant concerns, issues, and developments.

When needed, you’ll take on theOfficer-in-Charge(OIC) role and helpoversee the shiftby:

• Monitoring attendance andteam availability.
• Distributing workload andmanaging break schedules.
• Monitoring team updates, productivity, and quotas.
• Making sure theteam follows processes, policies, and guidelines.
• Addressing day-to-day concerns andmaking decisions whenneeded.
• Workingclosely with theteam to keepoperations running smoothly.

What We’re LookingFor

• Has strong productand process knowledge.
• Can confidently handleescalations and criticalissues.
• Enjoys helping, coaching, and supporting others.
• Communicates clearly andprofessionally with bothclients and theteam.
• Has good reportingand documentation skills.
• Canspot issues andtrends and knowswhen to takeaction or elevate.
• Is proactive, dependable, and keepsmanagement informed.
• Can adapt quicklywhen processes orpriorities change.
• Takes ownership andis comfortable makingdecisions.
• Is confident takingthe lead andmanaging the teamwhen acting asOIC.

Qualifications:

• At least 2 years of experience in a leadership, supervisory, or Subject Matter Expert (SME) role
• Bachelor’s degree in any field
• Strong knowledge and experience in MMORPGs and/or other video game genres
• Experience playing video games across different genres and platforms is a plus
• Excellent verbal and written English communication skills
• Strong comprehension, analytical, critical-thinking, and problem-solving skills
• Ability to effectively identify, assess, and resolve complex issues
• Ability to provide guidance, coaching, and support to team members on process and product-related concerns
• Strong ability to analyze information and make sound decisions based on available data
• Proficient in Microsoft Office Suite and other relevant computer applications
• Strong interpersonal and communication skills
• Good data entry and typing skills
• Willing to work onsite in Ortigas Center, Pasig City
• Willing to work on holidays and on a shifting schedule