Client Support Specialist I: Tech Troubleshooter

Wipro; Tampa (FL); On-site; USD 25,000 - 50,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Paid time off (PTO)

Disability insurance

Job summary

Wipro is seeking a customer-focused technical support professional in Florida to handle incoming client inquiries, diagnose issues, and resolve queries while adhering to SLAs. The role emphasizes courteous communication, accurate documentation, and escalation when needed.

Responsibilities include updating the RAVE system, maintaining knowledge bases, and collaborating with team leaders to ensure high-quality service.

Qualifications

• Experience handling incoming help requests via phone/email with courtesy.
• Ability to document user information and issues clearly.
• Record and track queries and resolutions to meet quality standards.
• Follow standard processes to resolve queries and meet SLAs.
• Access knowledge bases to aid troubleshooting and product understanding.
• Escalate critical issues to team leader when needed.

Responsibilities

• Field incoming help requests from clients via telephone and/or email.
• Document end user information and issue details.
• Update availability in the RAVE system to ensure productivity.
• Record, track, and document queries and resolutions.
• Resolve queries within defined SLAs and document outcomes.
• Use knowledge bases to assist clients and diagnose issues.
• Provide step-by-step guidance and product navigation assistance.
• Follow up with customers to gather feedback and ensure contract compliance.
• Maintain self-help documents and identify trends to prevent issues.
• Participate in product trainings and stay current with updates.

Skills

Customer service

Troubleshooting

Communication

Documentation

Tools

RAVE system

Job description

Wipro is seeking a customer-focused technical support professional in Florida to handle incoming client inquiries, diagnose issues, and resolve queries while adhering to SLAs. The role emphasizes courteous communication, accurate documentation, and escalation when needed.

Responsibilities include updating the RAVE system, maintaining knowledge bases, and collaborating with team leaders to ensure high-quality service.