What are the responsibilities and job description for the SME for Technical Area position at TeKnowledge Inc?
Overview
We're in search of a highly knowledgeable SME for Technical Area to join us in a senior technical role. You will be responsible for the technical advancement of the staff and identifying opportunities for product improvement. In this role, you will serve as advisor to your team for technical questions and problems, guiding and partnering with your team members to solve complex issues. You should expect to be highly involved in coaching, mentoring, and training your team to increase their technical knowledge, and to take the lead on cases with high business impact.
Accelerating Progress. Securing Futures.
At TeKnowledge we help governments, businesses, and technology providers not only navigate but thrive in today's complex technology landscape. Our services provide unparalleled value and impact to our clients across cybersecurity, advanced technical skilling, and enterprise technical support. We are committed to enabling technology, AI, CX, and security, uniquely positioning us in the market, and ensuring our customers are equipped to achieve their strategic goals.
Compensation for this position ranges from $27.69 - $39.88 hourly. TeKnowledge provides medical, dental and vision options for each employee.
Responsibilities
- Serve as the primary point of escalation in cases with severe business impact (i.e., revenue or financial) for large or demanding customer accounts.
- Solve technical problems for multiple topics and processes, developing new methodologies for resolution as needed.
- Deliver an excellent customer experience through timely and accurate case resolutions.
- Identify challenges and knowledge gaps on the team, collaborating with stakeholders and colleagues to address issues.
- Work with client representatives to understand, document, and implement tools and processes for the team.
- Collaborate on cross-team and cross-product technical escalations to resolve customer issues quickly.
- Develop and deliver training material to ensure continuous improvement of the team's technical knowledge and customer satisfaction among internal and external stakeholders.
- Participate in the hiring process by verifying candidate technical knowledge and experience.
Qualifications
Salary : $28 - $40