SUBJECT MATTER EXPERT (SME)

GameOps Inc.; Metro Manila; On-site; PHP 446,000 - 781,000; 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, and to handle escalations while coaching others.

The role offers growth into a future leadership position. You will serve as the product expert for questions, assist with training, monitor ticket quality, provide clear resolutions to clients and staff, and keep reporting and documentation up to date.

Qualifications

• At least 2 years in a leadership, supervisory, or SME role.
• Bachelor’s degree in any field.
• Strong knowledge of MMORPGs and/or other video game genres.
• Experience playing video games across genres and platforms is a plus.
• Excellent English communication, both written and spoken.
• Strong analytical, critical-thinking, and problem-solving skills.
• Ability to identify, assess, and resolve complex issues.
• Ability to guide, coach, and support team members on process and product concerns.
• Strong data-driven decision-making.
• Excellent interpersonal and data-entry skills.

Responsibilities

• Serve as the go-to person for product and process questions.
• Support agents with complex or critical concerns and handle escalations.
• Identify recurring issues and raise them to the appropriate team.
• Assist with agent training and coaching using available resources and guidelines.
• Monitor ticket quality and provide feedback and coaching to improve performance.
• Communicate resolutions and updates clearly to clients and the team.
• Prepare reports and provide daily updates via email.
• Keep documentation accurate and up-to-date.
• Stay informed about new processes, policies, and changes; help the team adapt.
• Keep supervisors and management updated on important concerns and developments.
• If needed, take on Officer-in-Charge (OIC) duties to oversee shifts.

Skills

Leadership

Coaching

Communication

Reporting

Documentation

Analytical thinking

Decision making

MS Office

Teamwork

Data entry

Education

Bachelor’s degree

Tools

Microsoft Office

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’lltake 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 escape.

• 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