TECHNICAL LEAD L1

Wipro; Pune District; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A global digital transformation leader seeks a dedicated professional to oversee process delivery and technical escalations. The role involves managing the performance of the Production Specialists, supporting them through technical queries, and mentoring team members. Candidates must have 5-8 years of experience in a technical support role. This position offers opportunities for personal and professional reinvention, ensuring operational excellence and superior customer service levels.

Qualifications

• 5-8 years of experience in a support role, preferably in a technical environment.
• Strong analytical skills and ability to resolve complex issues.
• Capability to manage and mentor team members.

Responsibilities

• Oversee performance metrics of the Production Specialists daily.
• Handle technical escalations with effective troubleshooting.
• Develop and conduct training for team members to improve skills.

Skills

Technical support

Performance analysis

Troubleshooting

Mentoring

Client relationship management

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.