Telecom Subject Matter Expert (SME)

About the role

As a Telecom Subject Matter Expert you will act as the primary liaison between Foundever and its client accounts, resolving advanced technical issues and ensuring a seamless customer experience. You will leverage your deep product knowledge and analytical expertise to support operational excellence.

Key responsibilities

• Provide advanced technical expertise to resolve customer cases promptly.
• Maintain and collate escalation records, producing daily and weekly reports for internal and client stakeholders.
• Design and deliver training modules addressing strategic technical needs.
• Promote and monitor usage of the Knowledge Base, ensuring its quality and accuracy.
• Collaborate with the EMEA team to evolve the Right Now knowledge base across sites.
• Utilize data‑analytics tools (Excel, Power BI, etc.) to generate performance dashboards, scorecards, and KPI reports.
• Analyze productivity, quality, and satisfaction metrics to identify trends and drive improvements.
• Ensure consistency and accuracy of reporting data across platforms.

Required profile

• Fluent English (C1 level) with strong written and verbal communication.
• Advanced knowledge of Microsoft Office applications.
• Proven analytical ability to interpret complex data and present actionable insights.
• Attention to detail and commitment to data accuracy.
• Experience with CRM, contact‑center tools, and workforce‑management systems is a plus.

Required skills

• Excel
• Power BI (or similar data‑visualisation tools)
• Microsoft Office (Word, PowerPoint, Outlook)
• CRM platforms
• Contact‑center tools
• Workforce‑management systems
• Data‑analytics and reporting dashboard creation