Subject Matter Expert

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Spacetalk is a proud Australian company with over 20 years' experience in child safety and communications technology, helping families stay confidently connected with devices designed to be simply safer. Our devices are sold by major retailers and telco's in Australia, New Zealand, UK—and now in North America. Behind our success is an experienced global team of talented people relentlessly pushing new boundaries in technology. We’re one big family and we’re passionate about helping your family stay connected.

Position Summary

Responsible for providing guidance, support, and insights on specific topics to help inform decision-making and problem-solving within an organization. SMEs often collaborate with teams, contribute to the development of strategies, and ensure that projects align with industry best practices and standards. Support front liner team members on complex inquiries

Job Responsibilities

• Serve as the primary point of contact for complex customer inquiries and escalations.
• Provide in-depth product knowledge and expertise to resolve customer issues efficiently and effectively.
• Collaborate with cross-functional teams to identify and address recurring customer concerns.
• Develop and maintain a comprehensive knowledge base to support team members in resolving customer inquiries.
• Stay up-to-date on product updates, policies, and procedures to ensure accurate and timely responses to customer inquiries.
• Analyze customer feedback and trends to identify areas for improvement in the email support process.
• Train and mentor team members on best practices for handling customer inquiries and escalations.
• Act as a liaison between the email support team and other departments to ensure seamless communication and resolution of customer issues.
• Continuously seek opportunities to enhance the customer experience and drive customer satisfaction through email support interactions.
  
  

Qualifications

• Proven experience in email customer support or a related customer service role.
• Strong communication skills, both written and verbal, with the ability to convey complex information clearly and concisely.
• Excellent problem-solving skills and the ability to think critically to resolve customer inquiries effectively.
• In-depth knowledge of the products or services offered by the company with a focus on becoming a subject matter expert in the field.
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and deadlines.
• Must be able to work full time, 40 hrs per week