L2 Technical Support Specialist - Process & SLA

Wipro; Ciudad de México; Sur place; MXN 60 000 - 90 000; Plein temps

Résumé du poste

Wipro is seeking a customer support professional in Mexico City to provide effective technical assistance and resolve client issues, ensuring alignment with SLAs. The role involves handling inquiries via phone and email, documenting interactions, and escalating when necessary.

The ideal candidate will have 3–5 years of experience in customer support, strong diagnostic skills, and excellent communication. The position emphasizes professionalism, accurate record-keeping, and ongoing knowledge base

Qualifications

• Minimum 3–5 years of experience in customer support.
• Strong diagnostic and troubleshooting skills.
• Excellent verbal and written communication capabilities.

Responsabilités

• Provide effective technical support and resolve client issues within SLAs.
• Handle incoming requests via phone and email with courtesy and professionalism.
• Document user information, issues, and resolutions for future reference.
• Escalate complex issues to Team Leader when resolution is delayed or beyond scope.
• Maintain and update self-help and knowledge base resources to speed up resolutions.

Connaissances

Customer service

Troubleshooting

Communication

Formation

3-5 Years Experience

Description du poste

Wipro is seeking a customer support professional in Mexico City to provide effective technical assistance and resolve client issues, ensuring alignment with SLAs. The role involves handling inquiries via phone and email, documenting interactions, and escalating when necessary.

The ideal candidate will have 3–5 years of experience in customer support, strong diagnostic skills, and excellent communication. The position emphasizes professionalism, accurate record-keeping, and ongoing knowledge base