Overall Job Purpose
As a Subject Matter Expert you will provide second level technical and customer support for the resolution of queries raised by Content Reviewers, Team Leaders and Support Teams. You will be supporting the business through different channels of communication, liaising with Team Leads, the Training Department and the Quality Team and communicating with the client whenever necessary. You will work closely with Innovations Lead and other SMEs in order to drive continuous improvements, promote Innovation Programme and focus on ideas implementation. You will focus on improved efficiency and overall improvement in key KPI/SLA metrics. You will be part of a team responsible for updating all communication, internal tools, websites and resources designed to drive excellence across our business. You will be a high performer with a penchant for technology, operations and products while translating client requirements into solutions that will create value for arvato and our clients.
Duties and Responsibilities
• Be first POC and support the floor with troubleshooting queries related to your business area through various communication channels. Support both tenured and new starters accordingly.
• Drive continuous improvements, promote innovations and focus on ideas implementation
• Work closely with Innovations Lead and other SMEs in order to improve efficiency and
• Raise technical issues with the second line support agent and/or internal IT department and/or client to avoid impact on KPI’s
• Maintain personal product knowledge and that of your fellow team members by maintaining an interest in product updates and changes.
• Communicate product updates where appropriate
• Ensure optimal resourcing levels at all times by adhering to set rota and identifying potential support lapses where applicable
• Enhance internal and external escalation paths and knowledge transfer initiatives by providing continuous feedback to your manager
• Handle queries and escalations from Operations Management, Team Leaders, the client, and customers. (e.g. systems, tools and staff).
• Clarify/share policy guidelines and best practices where applicable
• Upskill new hires on various aspects of the role through different training methods (e.g classroom based, 1-2-1 sessions and product/metric seminars)
• Participate in ongoing learning and development of the agent population
• Ad Hoc content reviewer duties & QA as business needs require
• Work on internal product initiatives like process automation, product improvement suggestion development
Required Qualifications & Experience
• SME experience is preferable
• Target driven, improvement/efficiency focused
• Proven ability to manage and exceed performance related targets
• Demonstrate creative problem-solving approach and strong analytical skills
• Ability to absorb complex technical concepts and communicate them to a non-technical audience
• Strong collaboration and organization with the ability to work well in teams or equally on own initiative
• Ability to develop appropriate trainings, programs and systems documentation to support business needs
• Strong communication skills (oral & written)
• High level of organization and task prioritization
• High level of product knowledge in current for the product/team you will support
• Overall performance on target in key SLA/KPI metrics in current team
• RCA & Coaching skills
Competencies
• Solutions Orientated
• Initiative
• Collaboration
• Organisational commitment
• Customer Focus
• Teamwork
• Organisation & Planning
• Results Orientated
• Attention to detail
• Problem Solving & Information Gathering
• Resilience & Adaptability
• Creativity and Innovation
What we offer
● Vibrant, multi-cultural city centre environment
● Career & Personal Development
● Quarterly performance bonus
● Comprehensive Benefits Package
● Subsidised Health Insurance
● Access to Discount Schemes
● E learning access
About Arvato
Great brands entrust their customer service to Arvato. We’re global with a long-term perspective, cross customer journey know-how and support Driven by technology, differentiated by experience, powered by people.
Arvato is the Industry and Services Division of Bertelsmann AG, which ranks among the world's leading companies. Find out more here: www.arvato.com/en
Arvato is an equal opportunities employer and embraces diversity and does not discriminate on the grounds gender, age, ethnicity, race, nationality, religion, disability, gender identity, sexual orientation, marital or civil partnership status.
At Arvato we recognise that different ideas, perspectives and beliefs are valuable assets that contribute and shape our company culture and are fundamental to our core basic values of partnership, creativity, entrepreneurialism and social responsibility
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
