The Subject Matter Expert works as the responsible person to identify, plan, design, validate, deliver and report trainings on technical skills, technical tools and processes within the Team. S/he is also leading the Mentorship process and is responsible for the activities related to its successful implementation. The Subject Matter Expert performs quality checks of the team members according to predefined criteria and assists with technical and process knowledge in case of complaints or escalations from the Client. The Subject Matter Expert is the primary facilitator of knowledge transfer within the team and delivers sessions to develop and support up-to-date knowledge and skills of the employees when needed due to customer requests, performance results or to the training delivery plan. S/he delivers training to new hires and experienced employees.

Delivering an in-depth end-user support and a high level of resolution upon first contact with the end-user. Using all available tools and resources, call tracking tools and remote control software to achieve the service level objectives. Quickly diagnosing and triaging issues, resolving incidents and/or dispatching them to the appropriate group. High level of technical and interpersonal skills to deliver a high level of customer satisfaction. Handling calls, e-mails and chat, responsible for call-logging, qualification, resolution, ticket handling and end-to-end ticket management on the full range of services and applications as defined for the customer. Also possessing excellent attendance and punctuality. Mentoring some of the newest members of the team.