Job Summary The Subject Matter Expert (SME) supports B2C Technical Support operations by providing advanced technical guidance, real-time floor support, and escalation management for agents handling residential customers via voice and chat. The role focuses on improving first contact resolution, technical accuracy, quality adherence, and overall customer experience.

Key Responsibilities

1. Floor Support & Escalation Handling

- Provide real-time support to agents for complex technical and customer issues.
- Handle and resolve escalated cases related to broadband, Wi-Fi, routers, device connectivity, speed, and application issues.
- Guide agents on correct troubleshooting flows and next-best actions.

2. Technical Expertise & Knowledge Management

- Act as a process and product expert for B2C technical support.
- Stay updated on product changes, service updates, outages, and policy revisions.




- Support knowledge base updates and FAQs in coordination with Training and Quality teams.

3. Coaching & Performance Support

- Conduct side-by-side coaching and on-the-spot feedback for agents.
- Support recent hires during nesting and early production phases.
- Identify recurring technical or process gaps and share insights with Team Leads and Trainers.

4. Quality & Compliance Adherence

- Ensure agents follow SOPs, quality guidelines, and compliance requirements.
- Reinforce accurate CRM/ticket documentation and escalation procedures.
- Participate in quality calibrations and case reviews as required.

5. Customer Experience Improvement

- Focus on improving First Call/Chat Resolution (FCR) and reducing repeat contacts.
- Assist in handling high-impact or sensitive customer interactions.
- Support service-to-sales conversations when required.

📌 Walk-in || Subject Matter Expert (Hyderabad)
🏢 GlowTouch
📍 Hyderabad