Subject Matter Expert / Coach

Responsibilities

Job Description:

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 function's 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 required 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
  
  

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.

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