Technical Support Specialist

4 weeks ago

Noida, Uttar Pradesh, India Wipro Full time

Job Overview

The Technical Support Specialist plays a vital role in delivering exceptional customer service and technical support to clients. This position requires strong problem-solving skills, attention to detail, and effective communication abilities to resolve client queries efficiently.

About the Role
This is a fantastic opportunity for an individual who is passionate about providing top-notch support and is eager to learn and grow with our organization. The ideal candidate will be responsible for managing transactions, resolving client issues, and maintaining internal knowledge bases to aid in problem resolution.

Key Responsibilities:
  • Provide timely and effective technical support to clients via telephone, email, or chat.
  • Manage transactions as per required quality standards, ensuring compliance with process SLAs.
  • Document all pertinent end-user identification information, including name, department, contact details, and nature of the problem or issue.
  • Update own availability in the RAVE system to ensure productivity and meet process expectations.
  • 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, adhering to defined SLAs.
  • Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution to clients.
  • Analyze call logs to identify trends and prevent future problems.
  • Maintain and update self-help documents for customers to speed up resolution time.
  • Identify red flags and escalate serious client issues to team leaders in cases of untimely resolution.
  • Avoid legal challenges by complying with service agreements.
  • Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
  • Assist clients with navigating product menus and facilitate better understanding of product features.
  • Troubleshoot all client queries in a user-friendly, courteous, and professional manner.
  • Maintain logs and records of all customer queries as per standard procedures and guidelines.
  • Accurately process and record all incoming calls and emails using designated tracking software.
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business.
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations.
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs.
  • Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client.
  • Undertake product trainings to stay current with product features, changes, and updates.
  • Enroll in product-specific and any other trainings per client requirements/recommendations.
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client.
  • Update job knowledge by participating in self-learning opportunities and maintaining personal networks.

Requirements and Qualifications:
  • Fundamental knowledge of assigned process, tools, and systems (Foundation Competency Level)
  • Demonstrated ability to work collaboratively as part of a team and build positive relationships with clients and colleagues
  • Excellent problem-solving and decision-making skills, with the ability to think critically and outside the box when necessary
  • Strong attention to detail, with a focus on accuracy and precision in all aspects of the role
  • Effective communication and interpersonal skills, with the ability to adapt tone and language to suit different audiences and situations
  • Able to work independently, prioritizing tasks and managing workload efficiently to meet deadlines and deliver high-quality results
  • Passionate about delivering exceptional customer service and committed to ongoing learning and development to enhance technical knowledge and skills

Benefits:
  • Competitive salary: $65,000 - $80,000 per annum
  • Opportunities for professional growth and development, including training and certifications
  • A supportive and inclusive work environment that encourages collaboration and open communication
  • A comprehensive benefits package, including medical, dental, and vision coverage
  • A generous paid time off policy, including vacation days, sick leave, and holidays

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