Subject Matter Expert (SME)-BPO

Hiring: Subject Matter Expert (SME) – Technical Chat Support

Company: Nama Outsourcing Private Limited

Domain: Telecom / Technical Support – Live Chat

Experience: 2–4 Years

Location: Chennai

Job Summary:

We are looking for a technically proficient SME to support live chat operations for a telecom-based project, troubleshoot technical issues, manage escalations, and provide real-time technical guidance to agents.

Roles & Responsibilities:

• Handle complex technical queries related to telecom services, connectivity, network issues, and troubleshooting.
• Provide real-time technical assistance to chat support executives.
• Manage escalated customer issues and ensure timely resolution.
• Analyze recurring technical issues and recommend effective solutions.
• Monitor technical accuracy, quality, productivity, and SLA adherence.
• Support agents with troubleshooting procedures, process updates, and technical knowledge.
• Coordinate with Team Leaders and QA teams to improve resolution quality and customer satisfaction.

Required Skills:

• Strong knowledge of technical troubleshooting and telecom support.
• Experience in technical chat support within a BPO environment.
• Excellent written communication and analytical skills.
• Knowledge of escalation management, KPIs, and SLA requirements.
• Ability to guide agents in resolving complex technical issues.

Interested candidates can share their resumes at: hr@namaoutsourcing.com

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

• Paid sick time
• Paid time off

Work Location: In person