Client Case Specialist: SLA‑Driven Support

Wipro; Mountain View (CA); On-site; USD 38,000 - 84,000; Full time

Benefits offered by this job

Medical and dental benefits

Disability insurance

Paid time off (incl. sick leave)

Other leave options

Job summary

Wipro in Mountain View, CA is seeking a focused client service professional to acknowledge, track, and prioritize client cases in line with regulatory guidelines and SLAs. You will allocate cases to the appropriate teams, document details daily, and report on progress to supervisors and clients.

The role emphasizes accurate tool usage, ongoing training on client regulations, and maintaining high standards of customer service across multiple clients.

Qualifications

• Mandatory skills include Drone Scan.

Responsibilities

• Deliver excellent customer service by understanding client tools, logging and prioritizing cases per regulatory guidelines.
• Serve as the primary contact for client case access using the designated client tool.
• Acknowledge receipt of cases to clients within SLAs defined by the contract.
• Document all case details daily (case number, type, etc.).
• Prioritize cases by urgency and complexity per client regulations.
• Allocate cases to agents and QA, update internal tracking tools and reporting.

Skills

Drone Scan

Job description

Wipro in Mountain View, CA is seeking a focused client service professional to acknowledge, track, and prioritize client cases in line with regulatory guidelines and SLAs. You will allocate cases to the appropriate teams, document details daily, and report on progress to supervisors and clients.

The role emphasizes accurate tool usage, ongoing training on client regulations, and maintaining high standards of customer service across multiple clients.