Great...you’ve been promoted to the role of Subject Matter Expert. Well done!

Now all you have to do is ensure that you succeed in the role. That way, you will not only justify your bigger pay packet, you may also set yourself up for further promotion further down the track.

Being a Subject Matter Expert is all about knowledge, so you need to keep your skills up to date at all times. In addition to training updates provided by your company, you should always look for ways to upgrade your skills.

In particular, be sure to update your knowledge regarding:

The more up-to-date you are, the more you will be perceived as a true professional. 

Being an SME is all about helping, so this is a big one! 

Sometimes junior agents will approach you with what may seem to be a silly query. You may wonder why they can’t answer this on their own. But when that happens, think back to your first days as a live chat agent. 

Remember how challenging even simple issues seemed in your first week on the job. Everyone has to start from zero, so be ready to assist your colleagues. Sympathize with their situation and do your best to give them a helping hand.

Try to explain more technical topics in the clearest way possible. Don’t assume that people have the same knowledge as you...they probably don’t. That’s why you’re the Subject Matter Expert!

Of course, this applies to dealing with customers, too. Do your best to help them, and remember that there are no stupid questions! Be patient...even if you’ve had to deal with the same inquiry a hundred times before. It’s all part of the job!

Becoming a Subject Matter Expert is a big step up and marks an important stage in your progression. Once you have proved yourself in this role, you will be in pole position to get further promotion.

So it’s well worth making an effort to do the job well. In particular, grab any opportunity to take on more responsibility! This is a great way to show what you are capable of. 

Here are some ways you can do that:

Those are just for starters. No doubt you can find other ways to take on extra responsibility, too. Whenever an opportunity arises, be sure to make the most of it!

Put all of this together, and you will be well on your way to succeeding in the role of Subject Matter Expert.