Subject Matter Expert / Coach

DXC Technology Inc.; Riyadh; On-site; USD 45,000 - 65,000; Full time

Job summary

A leading technology company is looking for a Subject Matter Expert to enhance operational efficiency and provide technical support. This role involves knowledge sharing, maintaining project communication, monitoring performance metrics, and fostering relationships within teams. Ideal candidates will be adept at coaching and have excellent communication skills in a collaborative environment.

Qualifications

• Must be an expert user of Microsoft Office.
• Excellent performance metrics, viz., CSAT, DSAT, AHT, Service Recovery.
• Ability to work under tight deadlines and deliver business results.

Responsibilities

• Conduct knowledge sharing sessions regularly.
• Build relationships with agents for customer issue resolution.
• Monitor ticket bins and manage idle cases.

Skills

Excellent Communication

Coaching

Relationship Building

Knowledge Sharing

Tools

Microsoft Office

Job description

Job Description:

Responsibilities

TheprimaryresponsibilitiesofaSubjectMatterExpertismentionedbelow,butnotlimitedto:

• Conductknowledgesharingsessionsatadefinedfrequencyalongwiththesupportofthe trainer

• Ensuringtheflowofprojectrelatedinformation/updateswithintheprojectteamand with the people concerned

• Buildrelationship/trustwithagentssothattheyarecomfortableapproachingthemfor resolution of customer issues

• MonitorTicketbinsofallagentsandmonitoridlecases

• Handlingelevationcalls

• CheckforthetechnicalupdatesfromDXCteamandupdateagentsonthesame

• Appliesbasicfoundationofafunction'sprinciples,theoriesandconceptstoassignments of limited scope

• Exercisesindependentjudgmentwithindefinedparameters

• Developsexpertiseandpracticalknowledgeofapplicationwithinbusinessenvironment.

• Provideshelpdeskanalystswithfeedbackoncallmaintenance,customerupdates, troubleshooting steps

• Remainwellversedinhelpdeskpolicies,procedures,standardsanddocumentation

• Completefollow-onactionsasappropriateandinvokeEscalationProcedureswithin defined time frames and as appropriate

• Protectconfidentialandsensitiveinformationandmaterialswhileobservingstrict compliance to licensing, copyright and trademark legislation

• IsrequiredtobeanexpertuserofMicrosoft Office

• Abilitytoworkundertightdeadlinesanddeliverbusinessresults

• AbilitytocoachL1engineerstosupporttheirdevelopmentneedsandhelpthemmeet their goals

• MustpossessExcellentCommunicationskills/highenergyandconfidence

• Excellentperformancemetricsviz.CSAT/DSAT/AHT/ServiceRecovery

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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