Technical Support Specialist

4 weeks ago


Chennai, Tamil Nadu, India Wipro Full time
Job Summary:

The Technical Support Specialist will provide effective technical support to the process, actively resolving client issues directly or through timely escalation to meet process SLAs. The role will involve managing transactions as per required quality standards, fielding all incoming help requests from clients, and documenting all pertinent end user identification information.

Key Responsibilities:
  • Manage transactions as per required quality standards
  • Field all incoming help requests from clients
  • Document all pertinent end user identification information
  • Update own availability in the RAVE system
  • Record, track, and document all queries received
  • Resolve client queries as per the SLA's defined in the contract
  • Maintain internal knowledge bases, resources, and frequently asked questions
  • Identify and learn appropriate product details
  • Document and analyze call logs
  • Maintain and update self-help documents
Requirements:
  • Knowledge of assigned process, tools, and systems
  • Excellent problem-solving and decision-making skills
  • Strong attention to detail and execution excellence
  • Effective communication and client-centricity


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