Technical Support & Client Care Specialist

Wipro; Cebu City; On-site; PHP 279,000 - 502,000; Full time

Job summary

Wipro in Cebu City is seeking a proactive technical support associate to deliver effective issue resolution and ensure SLA compliance. You will handle incoming requests, document details, update systems, and escalate where needed while maintaining high customer service standards.

The role involves product training, ongoing learning, and contributing to process improvements within a digital transformation environment. This position offers opportunities to grow within a global IT services company.

Qualifications

• Provide effective technical support and resolve client issues per SLAs.

Responsibilities

• Handle incoming help requests from clients via telephone and/or email.
• Document user information and nature of problem or issue.
• 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 meet SLAs.
• Escalate serious issues to Team Leader when resolution is untimely.
• Build knowledge bases to aid in problem resolution.
• Provide product support and troubleshoot client queries.
• Maintain logs of customer queries per procedures.

Skills

Customer Service

Job description

Wipro in Cebu City is seeking a proactive technical support associate to deliver effective issue resolution and ensure SLA compliance. You will handle incoming requests, document details, update systems, and escalate where needed while maintaining high customer service standards.

The role involves product training, ongoing learning, and contributing to process improvements within a digital transformation environment. This position offers opportunities to grow within a global IT services company.