Client Support Specialist – Tech Help Desk

Wipro Technologies; Little Rock (AR); On-site; USD 32,000 - 52,000; Full time

Job summary

Wipro Limited in the United States is seeking a diligent help desk specialist to provide effective technical support and resolve client issues within defined SLAs. You will handle calls and emails, document details, update availability in internal systems, and escalate when needed while staying current with product features and knowledge bases.

The role emphasizes excellent customer service, accurate logging, and adherence to contract terms, with growth opportunities in a large digital

Responsibilities

• Field all incoming help requests from clients via telephone and/or emails in a courteous manner
• Document end user information, including name, department, contact information and issue
• Update availability in the RAVE system to ensure productivity
• Record, track, and document all queries, resolutions and outcomes
• Follow standard processes to resolve client queries
• Resolve queries as per the SLAs defined in the contract
• Access and maintain internal knowledge bases to aid resolution
• Identify product details to facilitate interaction and troubleshooting
• Document and analyze call logs to spot trends
• Maintain self-help documents to speed up resolutions
• Identify red flags and escalate issues to Team Leader
• Ensure product information and disclosures are given to clients
• Avoid legal challenges by complying with service agreements
• Provide product support and resolution by diagnosing questions and guiding users
• Assist clients with navigating product menus and features
• Troubleshoot queries in a user-friendly, courteous manner
• Maintain logs of all customer queries per standard procedures
• Accurately process and record all incoming calls and emails
• Offer alternative solutions to retain customers and business
• Organize ideas and communicate clearly to listeners
• Follow up with customers via scheduled callbacks and collect feedback
• Undertake product trainings to stay current with features
• Enroll in trainings per client requirements
• Partner with team leaders to identify training themes
• Update job knowledge by self-learning and networks

Job description

Wipro Limited in the United States is seeking a diligent help desk specialist to provide effective technical support and resolve client issues within defined SLAs. You will handle calls and emails, document details, update availability in internal systems, and escalate when needed while staying current with product features and knowledge bases.

The role emphasizes excellent customer service, accurate logging, and adherence to contract terms, with growth opportunities in a large digital