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
Strong communication skills
Above average reporting 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
Amenable to work on-site
Willing to work in IBEX Cyberpark site
Can start ASAP
ibex delivers innovative business process outsourcing (BPO), smart digital marketing, online acquisition technology, and end-to-end customer engagement solutions to help companies acquire, engage and retain valuable customers. Today, ibex operates a global CX delivery center model consisting of approximately 30 operations facilities around the world, while deploying next generation technology to drive superior customer experiences for many of the world’s leading companies across retail, e-commerce, healthcare, fintech, utilities and logistics.
ibex leverages its diverse global team of more than 33,000 employees together with industry-leading technology, including the AI-powered ibex Wave iX solutions suite, to manage nearly 170 million critical customer interactions annually on behalf of our clients, driving a truly differentiated customer experience. To learn more, visit our website at ibex.co and connect with us on LinkedIn.
