Technical Support Specialist: Process & SLA Expert

Wipro; Región Centro; Presencial; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

Wipro in Mexico is seeking a skilled help desk specialist to provide effective technical support for our processes and resolve client issues directly or through timely escalation to meet SLAs.

You will field incoming requests via phone or email, document client information, update availability, track queries, follow standard processes, and use internal knowledge bases to resolve problems efficiently while maintaining high service quality.

Responsabilidades

• Field incoming help requests from clients via telephone and/or emails in a courteous manner
• Document all pertinent end user information including name, department, contact information and nature of problem or issue
• Update own availability in the RAVE system to ensure productivity of the process
• Record, track, and document all queries received, problem-solving steps taken and total resolutions
• Follow standard processes and procedures to resolve all client queries
• Resolve client queries as per the SLAs defined in the contract
• Access and maintain internal knowledge bases and FAQs to aid in resolution
• Identify and learn appropriate product details to facilitate better interaction
• Document and analyze call logs to spot trends to prevent future problems
• Maintain and update self-help documents for customers to speed up resolution time
• Identify red flags and elevate serious issues to Team leader
• Ensure all product information and disclosures are given to clients before and after calls/emails
• Avoids legal challenges by complying with service agreements
• Deliver excellent customer service

Descripción del empleo

Wipro in Mexico is seeking a skilled help desk specialist to provide effective technical support for our processes and resolve client issues directly or through timely escalation to meet SLAs.

You will field incoming requests via phone or email, document client information, update availability, track queries, follow standard processes, and use internal knowledge bases to resolve problems efficiently while maintaining high service quality.