Subject matter expert

`- Responsible to help the floor by answering complex queries and troubleshoot escalated issues, conduct training on frequent queries as well as on how to leverage internal resources and knowledge base

– Have prior experience working as an Agent, and Have strong knowledge of the processes and policies as it applies to the area they are tasked to support

– Have advanced troubleshooting skills which help them identify and report bugs to management, and work with internal teams to help resolve the complex, escalated issues

– Typically experienced agents who Have experience in same/similar workflow or technology