Provides floor support to advisors and agents through immediate assistance, basic training, coaching, feedback, escalation management, and production call handling. Monitors service levels, supports team metrics, explains complex issues, demonstrates product expertise, and helps improve agent performance and quality scores.
Job Title:
Subject Matter ExpertJob Description
Provide foundational support to Advisors, facilitating learning and development. Your role will focus on floor support, basic coaching, and assisting in driving team metrics.Essential Functions/Core Responsibilities
- Floor Support: Provide immediate assistance and guidance to agents during operations.
- Learning Sessions: Conduct basic training sessions to enhance the team's knowledge base.
- Coaching & Feedback: Offer regular feedback and coaching to improve agent performance.
- Monitor Service Levels: Assist in monitoring and striving for the closure of service levels.
- Escalations Management: Ensure prompt and accurate escalations to the Team Captain.
- Take Production Calls: Handle production calls and support the team by taking escalated calls when necessary.
Candidate Profile
- Associate's Degree in a related field is preferred, with less than one year of relevant experience.
- Ability to think clearly and can explain complex issues effectively, both above average written and verbally
- Demonstrate product expertise
- Dependable with proficient attention to detail and ability to solve complex issues
- Basic understanding of performance metrics and quality scores.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Location:
PHL Quezon City - EtonLanguage Requirements:
Time Type:
Similar Jobs
Healthtech • Software
Provide hands-on support for complex medical billing and revenue cycle cases, including claims, CPT/ICD-10 coding, payer adjudication, denials, accounts receivable, and collections. Diagnose product, payer, configuration, and workflow issues; resolve escalations; partner with Product and Engineering; maintain billing knowledge resources; improve AI-assisted support guidance; coach support specialists; and monitor case quality and systemic billing trends.
Top Skills:
Ai-Assisted Support ToolingAthenahealthCase-Management ToolingCptEhrEpicIcd-10Medical Billing PlatformsPractice Management SystemsWaystar
Artificial Intelligence • Machine Learning • Natural Language Processing • Professional Services
Create challenging expert-level questions about Brazilian sports, write ideal answers in Brazilian Portuguese, and break responses into cited facts with sources and relevance. Work supports training data for AI systems. This is a remote, flexible freelance engagement requiring approximately 60 hours over two months, with contributors using consumer-grade LLMs and search for research support and prompt difficulty calibration.
Top Skills:
Ai Data AnnotationBrazilian PortugueseConsumer-Grade LlmsGemini ProSearch Tools
Artificial Intelligence • Machine Learning • Natural Language Processing • Professional Services
Create challenging, expert-level questions about Brazilian literature and linguistics, write ideal responses in Brazilian Portuguese, and break them into cited facts with sources and relevance. Work remotely as a flexible freelance contributor on an AI training-data project. A PhD-level background in the relevant domain is mandatory, and contributors must produce original work while using LLMs only for research support and difficulty calibration.
Top Skills:
Ai Data AnnotationBrazilian PortugueseConsumer-Grade LlmsGemini ProNlp
What you need to know about the Melbourne Tech Scene
Home to 650 biotech companies, 10 major research institutes and nine universities, Melbourne is among one of the top cities for biotech. In fact, some of the greatest medical advancements were conceptualized and developed here, including Symex Lab's "lab-on-a-chip" solution that monitors hormones to predict ovulation for conception, and Denteric's vaccine for periodontal gum disease. Yet, the thousands of people working in the city's healthtech sector are just getting started, to say nothing of the tech advancements across all other sectors.
