Senior IT Subject Matter Expert

We are seeking a Senior IT Subject Matter Expert who will ensure exceptional user experiences by providing high-quality customer support for our IT services. You will take a leadership role in managing IT programs and projects, working closely with cross-functional teams to resolve technical issues, enhance user satisfaction, and drive continuous improvement in our support processes. Exceptional communication skills are essential for collaborating with various internal business units.

Key Responsibilities

• Customer Support:

  Deliver expert-level support to users, addressing technical issues and inquiries promptly and effectively.

• User Experience

  : Collaborate with the UX/UI team to gather user feedback and insights, ensuring that customer support aligns with user experience goals.

• Issue Resolution:

  Troubleshoot and resolve complex technical problems, working closely with Service Desk and Product Engineering Team

• Documentation:

  Create and maintain comprehensive documentation, including FAQs, user guides, and support articles, to assist users in resolving issues independently.

• Training and Development:

  Conduct training sessions for users and internal teams to enhance their understanding of IT products and services.

• Process Improvement:

  Identify opportunities for improving support processes and contribute to the development of best practices.

• Performance Metrics

  : Monitor and analyze support metrics to ensure high levels of customer satisfaction and identify areas for improvement.

• Stakeholder Collaboration:

  Work with product managers, developers, and other stakeholders to ensure that user feedback is incorporated into product development and enhancements.

Preferred candidate profile

• 7-10 years of experience in the IT sector.
• Experience in managing IT programs and projects.
• Strong problem-solving skills and technical knowledge.
• Excellent communication skills, with the ability to collaborate across multiple business units.
• Experience with customer support and user experience best practices.
• Relevant certifications (e.g., PMP, ITIL) are advantageous.
• Familiar with ticketing tools..
• Fluent in English and Marathi.