Subject Matter Expert / Coach

DXC.technology; Saudi Arabia; On-site; SAR 60,000 - 90,000; Full time

Job summary

DXC Technology recherche un Subject Matter Expert pour superviser les opérations d'assistance technique et faciliter la communication au sein de l'équipe. Le candidat idéal devra avoir une expertise en Microsoft Office, de solides compétences en communication et la capacité de travailler sous pression. L'entreprise valorise un environnement de travail inclusif et flexible, favorisant la collaboration et le bien-être.

Qualifications

• Expert utilisateur de Microsoft Office requis.
• Doit posséder d'excellentes compétences en communication.
• Capacité à travailler sous des délais serrés nécessitée.

Responsibilities

• Conduire des sessions de partage de connaissances.
• Gérer les informations de projet et établir des relations avec les agents.
• Surveiller les cas inactifs et gérer les appels d'escalade.

Skills

Communication

Microsoft Office

Problem Solving

Job description

Job Description:

Responsibilities

The primary responsibilities of a Subject Matter Expert are mentioned below, but not limited to:

• Conduct knowledge sharing sessions at a defined frequency along with the support of the trainer
• Ensure the flow of project-related information/updates within the project team and with the concerned parties
• Build relationships/trust with agents so they are comfortable approaching for resolution of customer issues
• Monitor Ticket bins of all agents and oversee idle cases
• Handle escalation calls
• Check for technical updates from DXC team and update agents accordingly
• Apply basic foundational principles, theories, and concepts to limited scope assignments
• Exercise independent judgment within defined parameters
• Develop expertise and practical knowledge within the business environment
• Provide feedback to help desk analysts on call maintenance, customer updates, troubleshooting steps
• Stay well-versed in help desk policies, procedures, standards, and documentation
• Complete follow-up actions and invoke escalation procedures within specified time frames
• Protect confidential and sensitive information, complying with licensing, copyright, and trademark laws
• Must be an expert user of Microsoft Office
• Work under tight deadlines to deliver results
• Coach Level 1 engineers to support their development and help meet their goals
• Possess excellent communication skills and high energy/confidence
• Maintain excellent performance metrics such as CSAT, DSAT, AHT, and Service Recovery

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.

Recruitment fraud is a scheme where fictitious job opportunities are offered to job seekers, typically through online services, false websites, or unsolicited emails claiming to be from the company. These emails may request personal information or payments. DXC does not make employment offers via social media and never asks for money or equipment purchases during recruitment. More information on employment scams is available here.