Subject Matter Expert / Coach

ResponsibilitiesJob 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 RecoveryAt 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.Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.