Subject Matter Expert: Technical Support & Escalations Lead

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

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.