Technical Support Specialist

1 week ago

Gurgaon, Haryana, India Wipro Full time
Job Description

The role of a Technical Support Specialist at Wipro is to provide exceptional technical support to clients, ensuring that their issues are resolved in a timely and efficient manner.

Duties and Responsibilities
  • To deliver effective technical support through various communication channels, including telephone and email.
  • To actively resolve client queries directly or through timely escalation to meet process SLAs.
  • To manage transactions as per required quality standards, fielding all incoming help requests from clients.
  • To document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • To update own availability in the RAVE system to ensure productivity of the process.
  • To record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions.
  • To follow standard processes and procedures to resolve all client queries.
  • To resolve client queries as per the SLAs defined in the contract.
  • To access and maintain internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution to clients.
  • To identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
  • To document and analyze call logs to spot most occurring trends to prevent future problems.
  • To maintain and update self-help documents for customers to speed up resolution time.
  • To identify red flags and escalate serious client issues to Team leader in cases of untimely resolution.
  • To ensure all product information and disclosures are given to clients before and after the call/email requests.
  • To avoid legal challenges by complying with service agreements.
Required Skills and Qualifications
  • A strong understanding of technical concepts and ability to apply them to real-world scenarios.
  • Excellent communication and problem-solving skills.
  • Ability to work well under pressure and prioritize tasks effectively.
  • A high level of accuracy and attention to detail.
  • A willingness to continuously learn and develop new skills.
Benefits
  • A competitive salary of $80,000 - $100,000 per annum.
  • A comprehensive benefits package, including medical, dental, and vision insurance.
  • A generous retirement plan, including a 401(k) match.
  • A flexible work schedule, including remote work options.

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