Subject Matter Expert / Coach

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

• Conduct knowledge sharing sessions at a defined frequency along with the support of the trainer

• Ensuring the flow of project related information / updates within the project team and with the people concerned

• Build relationship/trust with agents so that they are comfortable approaching them for resolution of customer issues

• Monitor Ticket bins of all agents and monitor idle cases

• Handling elevation calls

• Check for the technical updates from DXC team and update agents on the same

• Applies basic foundation of a functions principles theories and concepts to assignments of limited scope

• Exercises independent judgment within defined parameters

• Develops expertise and practical knowledge of application within business environment.

• Provides help desk analysts with feedback on call maintenance customer updates troubleshooting steps

• Remain well versed in help desk policies procedures standards and documentation

• Complete follow-on actions as appropriate and invoke Escalation Procedures within defined time frames and as appropriate

• Protect confidential and sensitive information and materials while observing strict compliance to licensing copyright and trademark legislation

• Is to be an expert user of Microsoft Office

• Ability to work under tight deadlines and deliver business results

• Ability to coach L1 engineers to support their development needs and help them meet their goals

• Must possess Excellent Communication skills / high energy and confidence

• Excellent performance metrics viz. CSAT / DSAT / AHT / Service Recovery