Sutherland hiring For SME role For Tech Sales & Service Support

Role Overview

The SME will act as a knowledge champion and escalation point for the Customer Support Associate team. This role ensures associates have the guidance, resources, and expertise needed to deliver exceptional customer experiences and meet performance goals. The SME will provide advanced support for complex queries, mentor associates, and collaborate with training and quality teams to drive continuous improvement.

Qualifications

• Education:

  HSC / 12th or equivalent

• Work location

  : Airoli, Navi Mumbai

• Work from Office

  - 5 days working

• International inbound tech sales

  / upselling & customer support

• Experience:

• 1 - 8 years

  in customer support &

  sales / upselling

  roles, preferably digital environments.
• Experience in customer

  service, sales, or related field.

• Prior experience as a team lead, trainer, or

  SME

  is highly desirable.
• Looking for

  Immediate joiners

• Candidate

  ready to relocate

  and has relevant experience also can apply

• Skills:

• Strong problem-solving and analytical skills.

• Excellent communication

  and interpersonal abilities (Global English C1 or higher).
• Proficiency with CRM tools and admin consoles.
• Ability to coach and mentor effectively.

Key Responsibilities

• Expert Support & Escalation

• Serve as the first point of contact for associates on complex or non-standard customer issues.
• Provide real-time guidance during live interactions when required.

• Knowledge Management

• Maintain and update knowledge base articles, FAQs, and process documentation.
• Identify gaps in resources and proactively create solutions.

• Training & Coaching

• Conduct refresher sessions and skill-building workshops for associates.
• Offer one-on-one coaching for performance improvement and process adherence.

• Quality & Process Improvement

• Review escalated cases for accuracy and compliance.
• Partner with Quality and Operations teams to recommend process enhancements.

• Sales & Retention Expertise

• Support associates in applying guided retention techniques and identifying upsell/renewal opportunities.

• Creative Solutions

• Demonstrate advanced use cases for Adobe Express and Firefly to inspire customer engagement.

Core Competencies

• Leadership & Mentorship:

  Ability to guide and inspire associates.

• Technical Expertise:

  Deep understanding of account management, licensing, and creative tools.

• Process Orientation:

  Consistent adherence to structured workflows.

• Customer-Centric Mindset:

  Empathy and commitment to service excellence.

Success Measures

• Reduction in escalations and improved first-contact resolution.
• Increased associate confidence and performance scores.
• Positive feedback from associates and operational teams.

Contribution to improved CSAT, retention, and revenue KPIs

resume

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