Technical Support Agent I - SLA-Driven Customer Care

Wipro; Cebu City; On-site; PHP 279,000 - 446,000; Full time

Job summary

Wipro Cebu City is seeking a technical support specialist to provide effective assistance, resolve client issues, and escalate as required to meet process SLAs. You will handle inquiries by phone and email, document details, and maintain knowledge bases to speed resolutions.

Deliver excellent customer service through diagnosing and troubleshooting, guiding users step-by-step, and logging all queries with accuracy and professionalism. Collaboration with team leaders is essential.

Qualifications

• Mandatory Skills: Customer Service (Product & Service).

Responsibilities

• Provide effective technical support by managing transactions to quality standards.
• Field incoming requests via telephone and/or email politely.
• Document end user information and problems accurately.
• Update availability in the system for productivity.
• Record queries, steps taken, and resolutions performance.
• Follow standard processes to resolve client queries within SLAs.
• Access knowledge bases to aid resolution and learn product details.
• Escalate serious issues to Team Leader as needed.
• Ensure product information is disclosed to clients before/after requests.

Skills

Customer Service

Job description

Wipro Cebu City is seeking a technical support specialist to provide effective assistance, resolve client issues, and escalate as required to meet process SLAs. You will handle inquiries by phone and email, document details, and maintain knowledge bases to speed resolutions.

Deliver excellent customer service through diagnosing and troubleshooting, guiding users step-by-step, and logging all queries with accuracy and professionalism. Collaboration with team leaders is essential.