Subject Matter Expert / Coach at DXC Technology

Riyadh, Riyadh, Saudi Arabia

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Information Technology, Customer SupportIndustries

Requirements

Applies basic foundation of a function's principles, theories and concepts to assignments of limited scope
Exercises independent judgment within defined parameters
Develops expertise and practical knowledge of application within business environment
Expert user of Microsoft Office
Ability to work under tight deadlines and deliver business results
Ability to coach L1 engineers to support their development needs and help them meet their goals
Excellent Communication skills / high energy and confidence
Excellent performance metrics viz. CSAT / DSAT / AHT / Service Recovery
Remain well versed in help desk policies, procedures, standards and documentation
Protect confidential and sensitive information and materials while observing strict compliance to licensing, copyright and trademark legislation

Responsibilities

Conduct knowledge sharing sessions at a defined frequency along with the support of the trainer
Ensuring the flow of project related information / updates within the project team and with the people concerned
Build relationship/trust with agents so that they are comfortable approaching them for resolution of customer issues
Monitor Ticket bins of all agents and monitor idle cases
Handling elevation calls
Check for the technical updates from DXC team and update agents on the same
Provides help desk analysts with feedback on call maintenance, customer updates, troubleshooting steps
Complete follow-on actions as appropriate and invoke Escalation Procedures within defined time frames and as appropriate

Skills

Key technologies and capabilities for this role

Microsoft OfficeHelp DeskTroubleshootingEscalation ProceduresTicket ManagementCoachingKnowledge SharingCommunication SkillsCustomer Service

Questions & Answers

Common questions about this position

What is the salary for this Subject Matter Expert position?

This information is not specified in the job description.

Is this role remote or does it require office work?

This information is not specified in the job description.

What skills are required for this Subject Matter Expert role?

Required skills include being an expert user of Microsoft Office, excellent communication skills with high energy and confidence, ability to work under tight deadlines, and coaching L1 engineers. Strong performance metrics in CSAT, DSAT, AHT, and Service Recovery are also essential.

What is the company culture like at DXC Technology?

DXC Technology believes strong connections and community are key to success, prioritizing in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. They are committed to fostering an inclusive environment where everyone can thrive.

What makes a strong candidate for this Subject Matter Expert position?

Strong candidates will have expertise in the relevant function, excellent communication skills, the ability to coach L1 engineers, and proven performance metrics like CSAT and AHT. Experience building agent relationships, handling escalations, and staying updated on technical changes is key.

DXC Technology

IT services for enterprise modernization and management

About DXC Technology

DXC Technology provides IT services to large enterprises, focusing on modernizing their critical systems and operations. The company uses the Enterprise Technology Stack to enhance IT infrastructure, optimize data architectures, and ensure security across various cloud environments, including public, private, and hybrid. DXC operates on a contractual basis, offering consulting, system integration, and managed services to help clients improve their IT operations. What sets DXC apart from competitors is its strong commitment to innovation, sustainability, and corporate responsibility, which has earned it recognition as one of the Most Responsible Companies. The goal of DXC Technology is to be a trusted partner for enterprises, helping them achieve scalable and secure IT solutions while promoting inclusion and diversity within its workforce.

McLean, VirginiaHeadquarters

2017Year Founded

$14.6MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

10,001+Employees

Risks

Emerging IT service providers offer cost-effective solutions, threatening DXC's market share.

Rapid technological changes may outpace DXC's innovation, risking service obsolescence.

Economic downturns could reduce IT spending, impacting DXC's long-term contract revenue.

Differentiation

DXC Technology is a Fortune 500 global IT services leader.

The company specializes in modernizing mission-critical systems for large enterprises.

DXC's Enterprise Technology Stack ensures security and scalability across cloud environments.

Upsides

DXC is recognized as a leader in the 2024 Magic Quadrant for Outsourced Digital Workplace Services.

The Quercus AI platform collaboration with Ferrovial and Microsoft enhances DXC's innovation capabilities.

DXC's role in transforming Italy's healthcare sector showcases its expertise in digital transformation.

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