Subject Matter Expert is a senior role, so you will often be the Number 2 in a live chat agent team. When the Team Leader is away or unavailable, you may be required to stand in as a deputy. 

This is a great learning opportunity where you can level up your management skills. It’s the first step towards being promoted into the Team Leader position, so it’s definitely worth taking seriously.

You will need to learn how to use the management features of the live chat software. There will be tools to help you manage agents, check chat histories and check on follow ups. 

Once you understand how these admin features work, it’s easy to check on what everyone is doing, and ensure that things keep running smoothly. 

Of course, you should be prepared for any eventuality...you really don’t know what situation is going to come up next. But that’s what keeps things interesting!

As a Subject Matter Expert, you are in a great position to train new recruits and show them the ropes. This is your chance to pass on the special expertise you have accumulated. 

There are many ways you can do this, but a good option is to get the new recruits on a video call and share your screen. Your company will most likely provide you with the software to do this, and it’s very easy to do. Nowadays, everyone is used to doing video chats over Zoom, Google Meet or other platforms. 

On the call, you can explain the technical terms new agents need to know, and show them the basics of getting started. With your help, they can get up to speed very quickly. 

New members of the team may be a little nervous, so it’s your job to make them feel relaxed and comfortable gaining the knowledge they need. A little reassurance goes a long way, especially when combined with your subject matter expertise!