Technical Support Specialist

Wipro; Cebu City; On-site; PHP 300,000 - 420,000; Full time

Job summary

Wipro Limited is seeking a dedicated technical support specialist to provide effective assistance and resolve client issues promptly, aiming to meet process SLAs. You will handle inquiries via phone and email and escalate when needed.

You will document problems, update knowledge bases, and collaborate with team leaders to improve service quality while maintaining professional communication with clients and adhering to contract requirements.

Qualifications

• Excellent customer service and communication skills.
• Ability to troubleshoot and resolve issues following procedures.

Responsibilities

• Support process by managing transactions as per required quality standards
• Field incoming help requests from clients via phone and/or email courteously
• Document end user details and nature of 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
• Resolve queries as per the SLA defined in the contract
• Access and update knowledge bases to aid in resolution
• Identify product details to facilitate troubleshooting
• Document and analyze call logs to spot trends
• Maintain self-help documents to speed up resolution
• Identify red flags and escalate serious issues to Team leader
• Ensure product disclosures are given before and after requests
• Comply with service agreements to avoid legal challenges
• Provide product support by diagnosing and troubleshooting
• Assist clients with navigating product menus and features
• Troubleshoot queries in a courteous, professional manner
• Maintain logs of all customer queries
• Process and record all calls and emails using tracking software
• Offer alternatives to retain customers' business
• Communicate ideas clearly to listeners
• Follow up with customers to ensure SLA compliance
• Undertake product trainings to stay current with features
• Enroll in client-mspecified trainings
• Partner with team leaders to brainstorm training themes
• Update job knowledge through self-learning opportunities

Skills

Customer Service

Job description

Wipro Limited is seeking a dedicated technical support specialist to provide effective assistance and resolve client issues promptly, aiming to meet process SLAs. You will handle inquiries via phone and email and escalate when needed.

You will document problems, update knowledge bases, and collaborate with team leaders to improve service quality while maintaining professional communication with clients and adhering to contract requirements.