L1 Tech Support & Customer Care Associate

Wipro Ltd.; Cebu City; On-site; PHP 279,000 - 446,000; Full time

Job summary

Wipro Limited is seeking a customer support specialist to provide effective technical assistance, resolve client issues, and escalate where necessary to meet SLAs. You will handle inquiries via calls and emails, document problems, and maintain knowledge resources to improve resolution times.

The role emphasizes excellent service, product understanding, and adherence to contractual obligations, with a focus on ongoing training and quality improvement.

Qualifications

• Experience handling client inquiries via calls and emails.
• Ability to document issues and maintain accurate logs.
• Familiar with knowledge bases and escalation processes.
• Strong focus on meeting process SLAs and quality standards.

Responsibilities

• Handle incoming help requests from clients via phone or email.
• Document user information and problem details accurately.
• Escalate complex issues to Team Leader when needed.
• Maintain self-help documents and update call logs for trends.
• Provide product support and troubleshoot client queries effectively.

Skills

Claims_Processing

Customer Service

Troubleshooting

Communication Skills

Documentation

Job description

Wipro Limited is seeking a customer support specialist to provide effective technical assistance, resolve client issues, and escalate where necessary to meet SLAs. You will handle inquiries via calls and emails, document problems, and maintain knowledge resources to improve resolution times.

The role emphasizes excellent service, product understanding, and adherence to contractual obligations, with a focus on ongoing training and quality improvement.