Technical Support Associate: SLA-Driven Customer Champion

Wipro; Cebu City; On-site; PHP 240,000 - 360,000; Full time

Job summary

Wipro Cebu is seeking a technical support specialist to provide effective assistance for our processes and to resolve client issues directly or through timely escalation to meet SLAs. You will handle inquiries via phone and email, document client information, update availability, track problems, and provide step-by-step guidance to users while maintaining courteous, professional service.

The role emphasizes continuous learning through product trainings and close collaboration with team leaders

Qualifications

• Mandatory Skills: Customer Service (Reservation).

Responsibilities

• Manage transactions ensuring quality standards
• Field incoming help requests via phone and/or emails
• Document end user identification information and nature of problem
• Update own availability in the RAVE system
• Record, track, and document all queries and resolutions
• Follow standard processes to resolve client queries
• Resolve queries to meet SLAs defined in the contract
• Access and maintain internal knowledge bases
• Identify product details to aid troubleshooting
• Document and analyze call logs to spot trends
• Maintain self-help documents to speed resolution
• Escalate serious issues to Team Leader when needed
• Ensure product disclosures are provided before/after requests
• Comply with service agreements to avoid legal issues
• Provide product support and troubleshooting through guided steps
• Assist clients with navigating product menus and features
• Maintain logs per procedures and guidelines
• Follow up with customers to ensure contract/SLAs compliance
• Undertake product trainings and stay current with updates
• Collaborate with team leaders on training themes

Skills

Customer Service

Job description

Wipro Cebu is seeking a technical support specialist to provide effective assistance for our processes and to resolve client issues directly or through timely escalation to meet SLAs. You will handle inquiries via phone and email, document client information, update availability, track problems, and provide step-by-step guidance to users while maintaining courteous, professional service.

The role emphasizes continuous learning through product trainings and close collaboration with team leaders