Tech Support & Customer Care Specialist

Wipro; Compostela; On-site; PHP 279,000 - 424,000; Full time

Job summary

Wipro Limited is seeking a Retail Associate to provide frontline customer service and technical support in Cebu City. The role focuses on resolving client issues, guiding users through product features, and escalating complex problems according to contract SLAs.

You will manage inquiries via calls and emails, document details, and utilize internal knowledge bases to speed up resolutions, aiming to maintain high service standards for the existing client portfolio.

Responsibilities

• Provide effective technical support to process and resolve client issues.
• Field incoming help requests from clients via telephone and emails courteously.
• Document user information and nature of problem for escalation and resolution.
• Follow standard processes to resolve client queries and meet SLAs.
• Access knowledge bases to aid in problem resolution and product guidance.
• Record call and email logs, tracking resolutions and trends for improvement.
• Maintain self-help documents and update product information for customers.

Skills

Customer service

Product support

Job description

Wipro Limited is seeking a Retail Associate to provide frontline customer service and technical support in Cebu City. The role focuses on resolving client issues, guiding users through product features, and escalating complex problems according to contract SLAs.

You will manage inquiries via calls and emails, document details, and utilize internal knowledge bases to speed up resolutions, aiming to maintain high service standards for the existing client portfolio.