L1 Helpdesk Support Specialist

Wipro; Cebu City; On-site; PHP 391,000 - 614,000; Full time

Job summary

Wipro Limited in the Philippines is seeking a Technical Support Specialist to provide effective helpdesk support for client processes and resolve issues directly or through timely escalation to meet contract SLAs.

You will handle incoming requests by phone or email, document client details, track queries, and use internal knowledge bases to troubleshoot and resolve problems, aiming for high customer satisfaction.

Qualifications

• Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner.
• Document all pertinent end user identification 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 successful and unsuccessful resolutions
• Follow standard processes and procedures to resolve all client queries
• Resolve client queries as per the SLA s defined in the contract
• Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
• Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
• Document and analyze call logs to spot most occurring trends to prevent future problems
• Maintain and update self-help documents for customers to speed up resolution time
• Identify red flags and elevate serious client issues to Team leader in cases of untimely resolution
• Ensure all product information and disclosures are given to clients before and after the call/email requests
• Avoids legal challenges by complying with service agreements
• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
• Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
• Assist clients with navigating around product menus and facilitate better understanding of product features
• Troubleshoot all client queries in a user-friendly, courteous and professional manner
• Maintain logs and records of all customer queries as per the standard procedures and guidelines
• Accurately process and record all incoming call and email using the designated tracking software
• Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
• Undertake product trainings to stay current with product features, changes and updates
• Enroll in product specific and any other trainings per client requirements/recommendations
• Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
• Update job knowledge by participating in self learning opportunities and maintaining personal networks

Responsibilities

• Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.
• Troubleshoot all client queries in a user-friendly, courteous and professional manner.
• Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions.
• Follow standard processes and procedures to resolve all client queries.
• Maintain logs and records of all customer queries as per the standard procedures and guidelines

Skills

Customer service

Helpdesk

Troubleshooting

Call handling

Documentation

Tools

RAVE system

Knowledge base

Job description

Wipro Limited in the Philippines is seeking a Technical Support Specialist to provide effective helpdesk support for client processes and resolve issues directly or through timely escalation to meet contract SLAs.

You will handle incoming requests by phone or email, document client details, track queries, and use internal knowledge bases to troubleshoot and resolve problems, aiming for high customer satisfaction.