Mandarin QA Support Analyst

Wipro; Kuala Lumpur; On-site; MYR 33,000 - 61,000; Full time

Job summary

Wipro in Malaysia (Kuala Lumpur) is seeking an adaptable Technical Support Specialist to effectively resolve client issues and escalate when needed to meet SLAs. You will handle incoming requests, document details, and maintain knowledge bases to improve first-contact resolution and customer satisfaction.

The role emphasizes problem diagnosis, step-by-step guidance, and collaboration with the team to sustain service quality.

Qualifications

• Experience in handling calls via phone and email.
• Ability to document issues and track resolutions.
• Familiarity with SLAs and knowledge bases.

Responsibilities

• Provide effective technical support to resolve client issues and escalate when needed to meet SLAs.
• Field incoming help requests from clients via telephone and/or email with courtesy.
• Document client information, log queries, and maintain self-help documents.
• Follow processes to resolve queries and maintain quality standards.

Skills

Technical support

Customer service

Troubleshooting

Education

Diploma or degree in IT/CS

Tools

RAVE system

Job description

Wipro in Malaysia (Kuala Lumpur) is seeking an adaptable Technical Support Specialist to effectively resolve client issues and escalate when needed to meet SLAs. You will handle incoming requests, document details, and maintain knowledge bases to improve first-contact resolution and customer satisfaction.

The role emphasizes problem diagnosis, step-by-step guidance, and collaboration with the team to sustain service quality.