SME CCS

Job summary

Responsible for providing basic technical advice and support regarding BP/Castrol products and their application based on developing technical knowledge, helping to resolve specific technical problems and assisting with the provision of technical training to internal staff and external customers where required, in order to improve overall customer satisfaction. The scope of the role will influence the grade – this can include financial accountability, geographical scope, leadership responsibilities and overall level of responsibility.

. Key Accountabilities

• Provide technical analysis and feedback regarding impact of projects, system upgrades or modifications, as well as provide feedback and updates back to the team and department.
• Provide training, training materials, troubleshooting documentation and continual on the job training for agents.
• Serve on, and sometimes lead, projects for new initiatives or enhancements.
• Assist in data tracking for upgrades, software glitches, and beta testing.
• Provide routine updates to management with project updates, chronic issues.
• Work with third party vendors (IBM, FIS and Accenture) to assure they are supporting the customers in a timely manner.
• Act as liaison between the GBS and other vendors for BPMe development and support.
• Serve as the point of contact between the customers and other teams including but not limited to Level 2 Support, Fuels Marketing, Fuels Engineering.
• Evaluate and recommend improvements to existing support processes.
• Identify gaps in current support processes, create and document work around solutions for gaps identified or when standard troubleshooting fails. These gaps or issues may require in-depth analysis and working with other parties closely to resolve. Provide recommendations for permanent solutions when needed.
• Handle follow up on all assigned tasks including but not limited to statistical reporting and call trend analysis.
• Handle and follow up on all escalated issues including but not limited to BPMe, Loyalty, Fuel Claims, and POP.
• Excellent interpersonal, analytical, business and technical judgment, negotiation, problem solving and verbal and written communication skills.
• Provide SME support to a Customer and Consumer Support team.
• Interview prospective team members for open positions and perform technical assessments of prospective team members as part of Assessment Center process.
• Participate in the selection of new team members as part of Assessment Center process.
• Direct the work of team members, including coaching on process issues.
• Train new team members in day-to-day duties.
• Train current team members in process changes, system implementations, policy updates.
• Provide input into employee’s performance reviews and make recommendations for final performance ratings.
• Identify employees strengths and opportunities and recommend development opportunities for employees.
• Identify performance issues and recommend appropriate course of action (training, coaching etc.)
• Back-fill for the Team Lead, as needed
• Serve as the point of contact for escalated issues from team members and customers.
• Provide subject matter expert knowledge to all projects which potentially impact the team.
• Assist in the implementation of policy changes, new work, and process changes.
• Maintain end to end desktop procedure documentation.
• Lead focused continuous improvement effort within each work group, identifying gaps in current processes, making decisions on changes within process area and promoting principles of standardization and simplification. Use and advocate for standard CI tools such as A3 dashboards across team, coaching individuals to improve their CI skills.
• Provide analysis and feedback on complex customer issues that are identified through complaints.

• Graduation or equivalent
• Minimum 1 year current experience in Subject Matter Expert or 3 years equivalent experience Consumer Fuels Support.
• Total 5-8 years of experince
• Should be ready to work in shifts
• Strong PC skills including Microsoft Office and ability to navigate and use software.
• Understanding of programming, database design and software development.
• Strong understanding of working model technology design.
• Working knowledge of Carbon Copy and Remote Desktop
• Ability to lead a project for an end to end process.
• Reputation of working effectively across diverse teams and operations.
• History of providing training and support to peers on technical business processes or systems.

Responsible for providing basic technical advice and support regarding BP/Castrol products and their application based on developing technical knowledge, helping to resolve specific technical problems and assisting with the provision of technical training to internal staff and external customers where required, in order to improve overall customer satisfaction. The scope of the role will influence the grade – this can include financial accountability, geographical scope, leadership responsibilities and overall level of responsibility.