Senior Customer Support Specialist

2 weeks ago


Pune, Maharashtra, India Wipro Full time
About the Role

We are seeking a highly skilled Senior Customer Support Specialist to join our team at Wipro. In this role, you will be responsible for providing exceptional technical support to our clients, actively resolving their issues and meeting process SLAs.

Key Responsibilities
  • Provide effective technical support to clients via telephone and/or emails in a courteous manner.
  • Manage transactions as per required quality standards, fielding all incoming help requests from clients.
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
  • Update own availability in the RAVE system to ensure productivity of the process.
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions.
  • Follow standard processes and procedures to resolve all client queries.
  • Resolve client queries as per the SLA's defined in the contract.
Requirements

To succeed in this role, you must have:

  • A strong understanding of customer service principles and practices.
  • Excellent communication and problem-solving skills.
  • The ability to work effectively in a fast-paced environment.
  • Strong analytical and technical skills.
  • A bachelor's degree in a relevant field.
Salary and Benefits

This is a full-time position with a salary range of $60,000 - $80,000 per annum, depending on experience.

You will also receive a comprehensive benefits package, including medical insurance, paid time off and retirement savings plan.



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