About
The primary responsibilities of a Subject Matter Expert include conducting knowledge sharing sessions at a defined frequency along with the support of the trainer. Ensuring the flow of project-related information and updates within the project team and with the concerned parties is also essential. This role requires building relationships of trust with agents so that they feel comfortable approaching for the resolution of customer issues.
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Responsibilities
- Monitor Ticket bins of all agents and track idle cases.
- Handle elevation calls effectively.
- Check for technical updates from the DXC team and update agents accordingly.
- Apply basic principles, theories, and concepts of the function to limited scope assignments.
- Exercise independent judgment within defined parameters.
- Develop expertise and practical knowledge within the business environment.
- Provide help desk analysts with feedback on call maintenance, customer updates, and 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.
- Protect confidential and sensitive information while observing strict compliance with licensing and copyright legislation.
- Must 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.
- Achieve excellent performance metrics, including CSAT, DSAT, AHT, and Service Recovery.
Work Conditions
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.
Note
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers. DXC does not make offers of employment via social media and will never ask for any money or payments from applicants. More information on employment scams is available here.
