Technical Support Agent - Process & SLA Specialist

Wipro; Singapore; On-site; SGD 39,000 - 58,000; Full time

Job summary

Wipro in Singapore is seeking a capable technical support professional to provide effective assistance for the process and resolve client issues promptly. You will handle inquiries by phone or email, document details, and escalate when necessary to meet SLAs.

The role emphasizes diagnosing problems, guiding users through solutions, maintaining knowledge bases, and delivering high-quality customer service to ensure smooth operations for clients.

Qualifications

• Mandatory skills include providing technical support and adhering to process SLAs.
• Ability to document queries, issues and resolutions per standard procedures.
• Experience with knowledge bases and troubleshooting product issues.
• Strong communication and customer service skills.

Responsibilities

• Field incoming help requests via phone and email in a courteous manner.
• Document end user information and problem details accurately.
• Record and track queries and resolutions; follow standard processes.
• Resolve client queries in accordance with defined SLAs.
• Maintain and update self-help documents to speed resolution time.
• Escalate serious issues to Team Leader when needed.
• Provide product support and diagnose issues through step-by-step guidance.
• Help users navigate product menus and understand features.
• Perform scheduled follow-ups to ensure contract/SLAs are met.

Skills

Customer service

Troubleshooting

Documentation

Knowledge base usage

Communication

Tools

RAVE system

Tracking software

Job description

Wipro in Singapore is seeking a capable technical support professional to provide effective assistance for the process and resolve client issues promptly. You will handle inquiries by phone or email, document details, and escalate when necessary to meet SLAs.

The role emphasizes diagnosing problems, guiding users through solutions, maintaining knowledge bases, and delivering high-quality customer service to ensure smooth operations for clients.