L2 Technical Support Specialist

Wipro; Región Centro; Presencial; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

Wipro in Mexico is seeking an experienced Technical Support specialist to provide effective assistance to clients, diagnose issues, and escalate when needed to meet SLAs. You will handle inbound requests by phone or email, maintain documentation, and work with knowledge bases to resolve problems, aiming for first-contact resolution and high customer satisfaction.

This role requires 3-5 years of relevant experience and a proactive approach to learning product details, enabling you to support

Formación

• Mandatory Skills: Technical Support.
• Experience: 3-5 Years

Responsabilidades

• Field incoming help requests from clients via telephone and/or email.
• Document end user information and nature of issue.
• Update availability in system to ensure productivity.
• Record, track and document queries and resolutions.
• Follow standard processes to resolve client queries and adhere to SLAs.
• Identify and escalate serious issues to Team Leader as needed.
• Maintain and update self-help documents for customers.

Conocimientos

Technical Support

Customer Service

Descripción del empleo

Wipro in Mexico is seeking an experienced Technical Support specialist to provide effective assistance to clients, diagnose issues, and escalate when needed to meet SLAs. You will handle inbound requests by phone or email, maintain documentation, and work with knowledge bases to resolve problems, aiming for first-contact resolution and high customer satisfaction.

This role requires 3-5 years of relevant experience and a proactive approach to learning product details, enabling you to support