SME - BPO Chat Support

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

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.

Contact Person

Sneha M HR Executive

Ph.No. +91 9345115670

Pay

₹22,000.00 - ₹30,000.00 per month

Benefits

• Paid sick time
• Paid time off

Work Location

In person