Medical Device Support Specialist

Wipro; Cebu City; On-site; PHP 279,000 - 391,000; Full time

Job summary

Wipro Cebu City is seeking a technical support professional to resolve client issues and meet process SLAs. The role involves handling calls and emails, documenting user information, and escalating as needed to maintain service levels.

You will use internal knowledge bases to troubleshoot, identify product details, and ensure accurate logging of interactions. Training and process adherence are emphasized for consistent customer satisfaction.

Qualifications

• Mandatory skills include production quality control and complaint management in a medical device context.

Responsibilities

• Support process by managing transactions as per required quality standards.
• Field incoming help requests from clients via telephone and/or emails in a courteous manner.
• Document end user information and nature of problem.
• Update availability in the RAVE system to ensure productivity.
• Record, track, and document all queries and resolutions.
• Follow standard processes and procedures to resolve queries.
• Resolve client queries as per defined SLAs.
• Access knowledge bases to aid in resolution.
• Identify product details to improve troubleshooting.
• Document and analyze call logs to spot trends.

Skills

Prod Quality

Complaint Mgt.

Job description

Wipro Cebu City is seeking a technical support professional to resolve client issues and meet process SLAs. The role involves handling calls and emails, documenting user information, and escalating as needed to maintain service levels.

You will use internal knowledge bases to troubleshoot, identify product details, and ensure accurate logging of interactions. Training and process adherence are emphasized for consistent customer satisfaction.