Medical Support Specialist – Client Solutions

Wipro; Cebu City; On-site; PHP 223,000 - 402,000; Full time

Job summary

Wipro Cebu is seeking a dedicated Technical Support Professional to provide effective client support and diagnose issues. You will manage requests via phone or email, document details, and resolve problems per contract SLAs.

You will leverage product knowledge and internal knowledge bases to guide users, while maintaining logs and contributing to self-help resources. Training and escalation as needed will be part of the role.

Qualifications

• Customer service and troubleshooting experience required or preferred.
• Ability to diagnose and resolve client issues effectively.
• Familiarity with service level agreements and documentation standards.

Responsibilities

• Handle incoming help requests via phone or email with courtesy.
• Document user info, issue details, and resolutions.
• Follow processes to resolve queries and meet SLAs.
• Access knowledge bases to aid in issue resolution and product troubleshooting.
• Escalate complex issues to Team Leader as needed.
• Maintain self-help articles and logs of client interactions.

Skills

Customer service

Troubleshooting

SLA compliance

Documentation

Product knowledge

Communication

Call handling

Knowledge base

Tools

RAVE system

Job description

Wipro Cebu is seeking a dedicated Technical Support Professional to provide effective client support and diagnose issues. You will manage requests via phone or email, document details, and resolve problems per contract SLAs.

You will leverage product knowledge and internal knowledge bases to guide users, while maintaining logs and contributing to self-help resources. Training and escalation as needed will be part of the role.