Customer Experience Architect — Technical Support

Wipro; New York (NY); On-site; USD 45,000 - 121,000; Full time

Benefits offered by this job

Full range of medical benefits

Dental benefits

Paid time off including sick leave

Other paid and unpaid leave options

Job summary

Wipro is seeking a client-focused support specialist to provide effective technical assistance, document issues, and resolve queries in alignment with SLAs. You will manage requests, access knowledge bases, and escalate where needed to ensure timely resolutions and customer satisfaction.

The role emphasizes handling inquiries via phone and email, maintaining clear records, and contributing to a positive customer experience across the account.

Qualifications

• Commitment to resolving client issues with a focus on quality and timely escalation.
• Experience in handling customer inquiries via phone and email with professional communication.
• Familiarity with tracking and documenting interactions and resolutions.

Responsibilities

• Field incoming help requests from clients via phone and/or email.
• Document end user details and problem description to support resolution.
• Follow standard processes to resolve queries and meet SLAs.
• Access knowledge bases to aid troubleshooting and provide accurate product details.
• Escalate complex issues when necessary and communicate updates.

Skills

Customer support

Problem diagnosis

Communication

Query troubleshooting

SLA adherence

Tools

RAVE system

Job description

Wipro is seeking a client-focused support specialist to provide effective technical assistance, document issues, and resolve queries in alignment with SLAs. You will manage requests, access knowledge bases, and escalate where needed to ensure timely resolutions and customer satisfaction.

The role emphasizes handling inquiries via phone and email, maintaining clear records, and contributing to a positive customer experience across the account.