Senior Technical Support Specialist - L3 Production

Wipro; Región Centro; On-site; MXN 167,000 - 257,000; Full time

Job summary

Wipro Limited is seeking a motivated technical support specialist to handle client issues, document incidents, and resolve queries within defined SLAs. The role emphasizes effective troubleshooting, knowledge-base utilization, and proactive customer care to ensure high service quality.

The candidate will field calls and emails, maintain accurate records, and collaborate with team leaders to escalate complex issues and improve processes.

Qualifications

• Experience in providing technical support and resolving client issues via defined processes.
• Ability to document queries, maintain logs, and follow SLAs.
• Willingness to escalate to Team Leader for untimely resolutions.
• Comfort with using knowledge bases and customer-facing communication.

Responsibilities

• Field incoming help requests from clients via telephone and emails.
• Document user information and issue details.
• Update availability in the RAVE system to ensure productivity.
• Record queries and resolutions and follow standard processes.
• Resolve queries per SLA defined in the contract and access knowledge bases.
• Assist clients with product navigation and troubleshooting.
• Provide proactive customer service and follow up to ensure contract/SLAs are met.

Job description

Wipro Limited is seeking a motivated technical support specialist to handle client issues, document incidents, and resolve queries within defined SLAs. The role emphasizes effective troubleshooting, knowledge-base utilization, and proactive customer care to ensure high service quality.

The candidate will field calls and emails, maintain accurate records, and collaborate with team leaders to escalate complex issues and improve processes.