TECHNICAL LEAD L1

Wipro; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A leading digital transformation partner seeks a professional to oversee and support the performance of Production Specialists in Bangalore, India. The role encompasses managing technical escalations, enhancing team capabilities, and ensuring superior customer service levels. Ideal candidates should possess 5-8 years of relevant experience and a strong technical background. The opportunity offers a chance to contribute to a dynamic environment focused on continuous reinvention and excellence.

Qualifications

• 5-8 Years of experience in a technical or customer-facing role.
• Ability to mentor and improve team performance.
• Strong technical knowledge of process and product.

Responsibilities

• Oversee daily performance and support Production Specialists.
• Handle technical escalations and guide clients through solutions.
• Mentor team members, conduct trainings, and bridge skill gaps.

Skills

Technical troubleshooting

Team management

Customer service

Performance analysis

Job description

Overview

The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists.

Responsibilities

• Oversee and support process by reviewing daily transactions on performance parameters
  • Review performance dashboard and the scores for the team
  • Support the team in improving performance parameters by providing technical support and process guidance
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Ensure standard processes and procedures are followed to resolve all client queries
  • Resolve client queries as per the SLA\'s defined in the contract
  • Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by monitoring compliance with service agreements

• Handle technical escalations through effective diagnosis and troubleshooting of client queries
  • Manage and resolve technical roadblocks/escalations as per SLA and quality requirements
  • If unable to resolve the issues, timely escalate the issues to TA & SES
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • 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 SLA\’s

• Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Mentor and guide Production Specialists on improving technical knowledge
  • Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
  • Develop and conduct trainings (Triages) within products for production specialist as per target
  • Inform client about the triages being conducted
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Identify and document most common problems and recommend appropriate resolutions to the team
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

Deliver

Performance parameters include: number of cases resolved per day, compliance with process and quality standards, meeting process-level SLAs, Pulse score, customer feedback, NSAT/ESAT. Team Management: productivity, efficiency, absenteeism. Capability development: triages completed, technical test performance.

Experience

Experience: 5-8 Years

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.