Subject Matter Expert (SME) - Electrical Support (Bridgetowne)

Concentrix; Pasig; On-site; PHP 279,000 - 502,000; Full time

Job summary

Concentrix is hiring an Electrical Subject Matter Expert (SME) to be on-site at GBF. The SME serves as the primary support for agents and customers on electrical, technical, and product-related concerns, demanding strong troubleshooting and coaching abilities.

Candidates should have an electrical background and BPO experience, with a focus on power systems, solar energy, and related technologies; willingness to work on shifting schedules and stay current with industry trends.

Qualifications

• Degree in Electrical Engineering, Electronics Engineering, Electrical Technology, or any related field.
• Minimum of 6 months BPO experience in customer service or technical support.
• Strong understanding of electrical systems, power distribution, wiring, batteries, inverters, solar energy.

Responsibilities

• 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.

Skills

Troubleshooting

Analytical skills

Communication skills

Coaching

Education

Electrical Engineering or related field

Tools

CRM

Ticketing tools

Job description

Subject Matter Expert (SME) - Electrical Support

Location: Onsite, GBF

Required: At least 6 months BPO experience/ Experience as SME

Education: Electrical Engineering, Electronics Engineering, Electrical Technology, or related field preferred

Preferred:

• Experience supporting technical, renewable energy, solar, utility, electrical equipment, or engineering-related accounts.
• Previous experience as an SME and Technical Support Representative.
• Familiarity with CRM and ticketing tools.

Job Summary

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. The ideal candidate should possess an Electrical-related educational background and have prior experience working in a BPO environment.

Responsibilities

• 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.

Qualifications

Required:

• 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