Job Title:  Consultant | Customer Experience | Bengaluru Eco space | Customer Strategy & Design

Role Overview: The Subject Matter Expert (SME) – Product Support serves as the functional backbone of the support organization by providing deep product, process, and workflow expertise to frontline teams. This role focuses on enabling accurate and efficient resolution of complex customer issues, strengthening agent capability, and ensuring consistent application of knowledge across operations. Acting as a bridge between frontline support, training, and Tier 2 teams, the SME plays a critical role in maintaining knowledge accuracy, improving first contact resolution, and supporting operational effectiveness and quality improvement.

Key Responsibilities: The SME provides expert real‑time support, maintains knowledge accuracy, builds frontline capability, and contributes to continuous process improvement through cross‑functional collaboration.

Floor Support & Expert Guidance

• Provide real-time support to frontline agents for complex product queries, workflow issues, and system/process clarifications
• Assist agents in resolving escalations before Tier 2 involvement
• Act as the go-to expert for high‑complexity customer scenarios

Knowledge Management & Enablement

• Maintain and update knowledge base content, SOPs, and troubleshooting guides
• Ensure accuracy, consistency, and relevance of documentation
• Support training teams with content validation and updates

Agent Capability Building

• Conduct floor briefings, knowledge refreshers, and targeted coaching sessions
• Identify recurring knowledge gaps across teams
• Support onboarding and nesting phases through hands-on guidance

Process Improvement Support

• Identify recurring product or process issues
• Partner with QA and Thrive / CI teams on root cause analysis and process standardization initiatives

Stakeholder Collaboration

• Work closely with Team Leaders, Trainers, and Tier 2 teams
• Provide insights on product gaps, workflow challenges, and improvement opportunities

Expectations from the Individual

• Act as the first escalation point for knowledge-related issues
• Improve First Contact Resolution (FCR) through expert guidance
• Enable consistent and accurate knowledge application across teams
• Support operational efficiency, quality, and customer experience improvements

Required Qualifications

• Bachelor’s degree (Commerce, Finance, or Business preferred)
• 3–6 years of experience in product support or a similar environment
• Prior experience as an SME or senior agent preferred

Skills Required (Tabular Format)

Skill Category

Skills Included

Functional Skills

• Strong understanding of product workflows and troubleshooting

• Knowledge of accounting or business processes (preferred for GBSG)

• Ability to resolve complex customer issues

Technical Skills

• Familiarity with CRM tools and case management systems

• Exposure to Amazon Connect / CCaaS environments (preferred)

Communication Skills

• Strong verbal and written communication

• Ability to explain complex concepts clearly

• Versant C1 preferred

Analytical Skills

• Ability to identify patterns and recurring issues

• Support RCA and continuous improvement initiatives

Behavioral & Cultural Fit

• Strong problem‑solving mindset

• High ownership and accountability

• Collaborative and supportive approach

• Ability to work in high‑pressure environments

Success Metrics

• Reduction in escalations to Tier 2
• Improvement in First Contact Resolution (FCR)
• Knowledge accuracy and adoption across teams
• Agent capability improvement and confidence