Deskripsi Pekerjaan
Ins Back Office Solution System Incorporated is seeking a highly skilled Subject Matter Expert (SME) to join our remote team. This is a fantastic opportunity for a dedicated professional to leverage deep industry knowledge in a flexible Work From Home (WFH) environment. As an SME, you will play a pivotal role in driving operational excellence, mentoring junior staff, and ensuring the highest quality of service delivery.
In this position, you will be responsible for analyzing complex processes, developing training materials, and providing expert guidance to support teams. If you thrive in a dynamic setting and have a passion for customer success, we want to hear from you.
Tanggung Jawab
- Provide expert guidance and mentorship to support agents on complex customer inquiries and technical issues.
- Analyze existing business processes and recommend improvements to enhance efficiency and customer satisfaction.
- Develop, update, and conduct training modules for new hires and existing staff to ensure product knowledge consistency.
- Collaborate with cross-functional teams to resolve escalated tickets and implement long-term solutions.
- Monitor service quality metrics and provide constructive feedback to drive performance.
- Stay updated on industry trends and product updates to ensure the team remains at the forefront of best practices.
Kualifikasi
- Proven experience (3-5+ years) in a relevant Subject Matter Expert or Senior Support role.
- Strong communication skills, both verbal and written, with the ability to train others effectively.
- Ability to work independently in a remote environment with minimal supervision.
- Problem-solving mindset with a focus on process optimization and root cause analysis.
- Bachelor’s degree in Business, Communications, or a related field is preferred.