Client Tech Support Agent – SLA-Driven Champion

Wipro; Cebu City; On-site; PHP 335,000 - 558,000; Full time

Job summary

Wipro in the Philippines is seeking a Customer Support Associate to provide effective technical assistance to clients and resolve issues per SLAs. You will handle incoming requests via phone or email, document details, and escalate when needed.

You'll maintain knowledge bases, troubleshoot product problems, and ensure high quality service while building strong client relationships and contributing to process improvements.

Qualifications

• Excellent communication and phone/email support skills.

Responsibilities

• Handle incoming help requests from clients via telephone and/or email in a courteous manner.
• Document end user information and nature of problem or issue.
• Update availability and log all queries and resolutions.
• Follow standard processes to resolve client queries and meet SLAs.
• Identify product details to assist with troubleshooting and provide effective resolution.
• Maintain and update self-help documents to speed up resolution time.
• Escalate serious issues to Team Leader when necessary.

Skills

Customer service

Troubleshooting

Communication

Call logging

Order management

Job description

Wipro in the Philippines is seeking a Customer Support Associate to provide effective technical assistance to clients and resolve issues per SLAs. You will handle incoming requests via phone or email, document details, and escalate when needed.

You'll maintain knowledge bases, troubleshoot product problems, and ensure high quality service while building strong client relationships and contributing to process improvements.