Technical Support Agent - Frontline Customer Care

Wipro Ltd.; Compostela; On-site; PHP 268,000 - 402,000; Full time

Job summary

Wipro Ltd. in Cebu City, Philippines is seeking a Production Agent - L1 to provide effective technical support to customers, troubleshoot issues, and escalate as needed to meet SLA commitments.

You will handle inbound requests by phone and email, document customer details, update systems, and follow standard processes to ensure accurate, timely resolutions while maintaining high service quality across the account.

Qualifications

• Handle incoming help requests from clients via phone and/or email.
• Document user information and the nature of the problem or issue.
• Update availability in the system to support productivity.
• Record, track and document all queries and resolutions.
• Follow standard processes to resolve client queries.
• Resolve client queries as per defined SLAs.
• Access knowledge bases and FAQs to aid in resolution.

Responsibilities

• Provide product support and diagnose client issues with step-by-step guidance.
• Assist clients with navigating product menus and features.
• Troubleshoot all client queries in a courteous, professional manner.
• Maintain logs of all customer queries per standard procedures.
• Accurately record incoming calls and emails using tracking software.
• Offer alternative solutions to retain customers’ business.

Job description

Wipro Ltd. in Cebu City, Philippines is seeking a Production Agent - L1 to provide effective technical support to customers, troubleshoot issues, and escalate as needed to meet SLA commitments.

You will handle inbound requests by phone and email, document customer details, update systems, and follow standard processes to ensure accurate, timely resolutions while maintaining high service quality across the account.