Technical Chat Support Specialist

Wipro; Cebu City; On-site; PHP 201,000 - 290,000; Full time

Job summary

Wipro in Cebu City is seeking an English-speaking customer support professional to provide effective technical assistance and resolve client issues. You will handle inquiries via phone and email, document details, and escalate when needed while adhering to SLAs.

The role emphasizes strong communication, problem-solving, and a collaborative approach in a fast-paced environment. A flexible schedule and customer-first mindset are expected.

Qualifications

• High School Diploma, GED certificate, or equivalent relevant work experience.
• Minimum of 6 months’ experience in customer service, sales, retail, or contact center support.
• Prior tele sales or technical sales experience preferred.
• Demonstrated ability to handle sensitive customer information with integrity and privacy.
• Strong written and verbal communication skills for chat and voice interactions.
• Ability to collaborate in a team-oriented, fast-paced environment.
• Willingness to work a flexible schedule based on business needs.

Responsibilities

• Support process by managing transactions as per required quality standards.
• Field incoming help requests via telephone and/or emails courteously.
• Document end user information and issue details for tracking.
• Update availability in the RAVE system to ensure productivity.
• Record, track, and document all queries and resolutions.
• Follow standard processes to resolve client queries and SLA adherence.
• Access internal knowledge bases to aid resolution and troubleshooting.
• Identify and learn product details to assist clients effectively.
• Document call logs to spot trends and prevent future problems.
• Maintain and update self-help documents for faster resolutions.
• Escalate serious issues to Team Leader when needed.
• Ensure product disclosures are provided before/after calls or emails.
• Comply with service agreements to avoid legal challenges.
• Deliver excellent customer service through diagnosis and troubleshooting.

Skills

Chat/Voice support

Typing 40 WPM

Communication skills

Customer service mindset

Computer basics

Multitasking

Problem solving

Education

GED certificate

Job description

Wipro in Cebu City is seeking an English-speaking customer support professional to provide effective technical assistance and resolve client issues. You will handle inquiries via phone and email, document details, and escalate when needed while adhering to SLAs.

The role emphasizes strong communication, problem-solving, and a collaborative approach in a fast-paced environment. A flexible schedule and customer-first mindset are expected.