Technical Lead L1

Wipro; Chennai District; On-site; INR 800,000 - 1,000,000; Full time

Job summary

A leading IT services firm in Chennai is looking for a dedicated Technical Support Specialist to oversee performance metrics and resolve client issues. The ideal candidate will have 5-8 years of experience in technical support, demonstrating strong communication skills. This full-time role involves guiding users through solutions, managing escalations, and mentoring team members. Join us to develop technical capabilities and drive successful client interactions in a transformative environment.

Qualifications

• 5-8 Years in technical support or related field.
• Strong communication skills.

Responsibilities

• Oversee and support process by reviewing daily transactions and performance metrics.
• Resolve client queries according to SLAs defined in the contract.
• Provide product support and resolution to clients by guiding users through step-by-step solutions.

Skills

Technical support experience

Strong communication skills

Job description

Job Overview

Support process delivery by ensuring daily performance of Production Specialists, resolve technical escalations, and develop technical capability within the team.

Responsibilities

• Oversee and support process by reviewing daily transactions and performance metrics.
• Review performance dashboard and scores for the team.
• Support the team in improving performance parameters by providing technical support and guidance.
• Record, track, and document all queries received, problem‑solving steps taken and resolution outcomes.
• Ensure standard processes are followed to resolve all client queries.
• Resolve client queries as per SLAs defined in the contract.
• Develop understanding of product for team members to facilitate better interaction and troubleshooting.
• Document and analyze call logs to spot trends and prevent future problems.
• Identify red flags and escalating serious client issues to Team Leader when untimely resolution.
• Ensure product information and disclosures are given to clients before and after calls/emails.
• Avoid legal challenges by monitoring compliance with service agreements.
• Handle technical escalations through effective diagnosis and troubleshooting of client queries.
• Manage and resolve technical roadblocks as per SLA and quality requirements.
• Escalate unresolved issues to TA & SES promptly.
• Provide product support and resolution to clients by guiding users through step‑by‑step solutions.
• Troubleshoot all client queries in a user‑friendly, courteous, and professional manner.
• Offer alternative solutions to retain customers and clients’ business.
• Organize ideas and communicate orally appropriately.
• Follow up and make scheduled call backs to record feedback and ensure SLA compliance.
• Build people capability to maintain superior customer service levels.
• Mentor and guide Production Specialists on technical knowledge.
• Collate, develop and conduct training (triages) within product areas as per target.
• Inform client about triages being conducted.
• Undertake product trainings to stay current with features, changes and updates.
• Enroll in product specific & other trainings per client requirements/recommendations.
• Identify and document common problems and recommend resolutions to the team.
• Update job knowledge by self‑learning and maintaining personal networks.

Deliverables

• No. of cases resolved per day, compliance to process and quality standards, SLA met.
• Pulse score, customer feedback (NSAT/ESAT).
• Team productivity, efficiency, absenteeism.
• Capability development: triages completed, Technical test performance.

Requirements

• Experience: 5‑8 Years in technical support or related field.
• Strong communication skills.

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.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Engineering and Information Technology

Industries

IT Services and IT Consulting