Subject Matter Expert | Technical Support Account | Cyberpark

ibex; Palestine (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

ibex is seeking a Subject Matter Expert to oversee day-to-day operations and performance for assigned teams, ensuring quality, accuracy and high standards in all tasks.

The SME will apply deep knowledge of supported systems, manage escalations, guide junior staff, and produce insightful reports to drive improvements. A graveyard/shift schedule and strong communication skills are required.

Qualifications

• Bachelor’s Degree (any field) or equivalent work experience.
• Minimum of 2 years work experience in technical support environment in a BPO industry.
• Has experience with Internet Connectivity Troubleshooting in Call Center setting.

Responsibilities

• Oversee day-to-day operations and performance for assigned teams.
• Ensure work is performed with quality and accuracy to the highest standards.
• Manage escalations and lead more junior team members to resolve complex issues.
• Create, interpret and analyze reports to drive improvements.
• Provide professional, timely support and drive for results.

Skills

Analytical skills

Organizational skills

Time management

Reporting

Professionalism

Decision making

Education

Bachelor’s Degree (any field) or equivalent

Job description

The Subject Matter Expert provides support within the department and are responsible for overseeing the day to day operation, performance and results for their assigned teams ensuring work is performed with quality, accuracy and with the highest standards. The SME must have extensive knowledge of systems related to the job function and expertise for all tasks and processes for which they support.

The Subject Matter Expert provides support within the department and are responsible for overseeing the day to day operation, performance and results for their assigned teams ensuring work is performed with quality, accuracy and with the highest standards. The SME must have extensive knowledge of systems related to the job function and expertise for all tasks and processes for which they support.

Knowledge

Experience in the high-tech industry, preferably in IT, Telco or data centers

Track record in providing excellent service while in Level 1 support

Knowledgeable on product or account he or she will be supporting

Skills

Excellent analytical skills

Must possess effective organizational skills and time management skills

Abilities

Ability to apply knowledge of accounts business, technology and processes to manage escalations and lead more junior team members.

Ability to problem solve independently and make fast but high-quality decisions

Ability to create, interpret and analyze reports

Ability to exhibit professionalism

Ability to drive for results and motivate others in order to meet organizational goals, expectations and requirements of internal and external customers.

Ability to work a flexible schedule (graveyard/shifting schedule)

Qualifications

Bachelor’s Degree (any field) or equivalent work experience

Minimum of 2 years work experience in technical support environment in a BPO industry

Has experience with Internet Connectivity Troubleshooting in Call Center setting