Technical Support Specialist – Health & Welfare

Wipro; Cebu City; On-site; PHP 201,000 - 312,000; Full time

Job summary

Wipro in Cebu City, Philippines is seeking a technical support professional to provide effective client support and resolve issues within SLAs.

You will handle inquiries via phone and email, document interactions, and update knowledge bases to improve problem resolution times. The role emphasizes customer-focused service, product knowledge, and collaboration with team leaders to enhance support processes.

Qualifications

• Bachelor’s degree required.
• Experience in Health and Welfare domain is a plus.
• Strong customer focus and communication skills required.

Responsibilities

• Provide product support and resolution to clients by diagnosing issues and guiding users through solutions.
• Assist clients with navigating product menus and understanding features.
• Troubleshoot queries in a courteous and professional manner; maintain logs of all interactions.
• Follow standard procedures; resolve queries per SLA; update knowledge bases and self-help documents.
• Escalate critical issues to Team Leader when resolution is delayed or at risk.

Skills

Customer service

Technical support

Troubleshooting

Communication skills

Education

Bachelor’s degree

Tools

CRM software

Knowledge base

Job description

Wipro in Cebu City, Philippines is seeking a technical support professional to provide effective client support and resolve issues within SLAs.

You will handle inquiries via phone and email, document interactions, and update knowledge bases to improve problem resolution times. The role emphasizes customer-focused service, product knowledge, and collaboration with team leaders to enhance support processes.