PL/SQL Developer

Wipro; Boston (MA); On-site; USD 60,000 - 135,000; Full time

Benefits offered by this job

Full range of medical and dental benefits

Disability insurance

Paid time off

Sick leave

Job summary

Wipro is seeking a Technical Support Manager in Boston, Massachusetts. The role focuses on overseeing daily operations, resolving technical escalations, and developing team capabilities for Production Specialists. Candidates should have 5-8 years of experience, strong skills in PL-SQL, and a commitment to excellent customer service. The position offers a competitive salary ranging from $60,000 to $135,000, along with standard benefits including medical and dental coverage, disability insurance, and paid time off.

Qualifications

• 5-8 years of relevant experience in technical support.
• Strong ability to analyze and resolve client queries effectively.
• Experience in mentoring and developing team capabilities.

Responsibilities

• Oversee daily transactions and improve performance parameters.
• Diagnose and troubleshoot technical escalations effectively.
• Mentor Production Specialists to enhance their technical skills.

Skills

PL-SQL

Job description

Job Description

The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolving technical escalations, and developing technical capability within the Production Specialists.

Do

• Oversee and support the process by reviewing daily transactions on performance parameters
  • Review performance dashboard and the scores for the team
  • Support the team in improving performance parameters by providing technical support and process guidance
  • Record, track, and document all queries received, problem‑solving steps taken, and total successful and unsuccessful resolutions
  • Ensure standard processes and procedures are followed to resolve all client queries
  • Resolve client queries as per the SLA's defined in the contract
  • Develop understanding of process/product for the team members to facilitate better client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Identify red flags and elevate serious client issues to the Team Leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoid legal challenges by monitoring compliance with service agreements
• Handle technical escalations through effective diagnosis and troubleshooting of client queries
  • Manage and resolve technical roadblocks/escalations as per SLA and quality requirements
  • If unable to resolve the issue, timely elevate it to TA & SES
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step‑by‑step solutions
  • Troubleshoot all client queries in a user‑friendly, courteous and professional manner
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customer's and clients' business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance with contract SLA's
• Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Mentor and guide Production Specialists on improving technical knowledge
  • Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialists
  • Develop and conduct trainings (Triages) within products for production specialists as per target
  • Inform client about the triages being conducted
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Identify and document most common problems and recommend appropriate resolutions to the team
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

Deliver

• No Performance Parameter – No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ESAT
• Team Management – Productivity, efficiency, absenteeism
• Capability Development – Triages completed, Technical Test performance

Mandatory Skills: PL‑SQL.

Experience: 5-8 Years.

The expected compensation for this role ranges from $60,000 to $135,000. Final compensation will depend on various factors, including geographic location, minimum wage obligations, skills, and relevant experience. The role is eligible for Wipro’s standard benefits, including a full range of medical and dental benefits, disability insurance, paid time off (inclusive of sick leave), and other paid and unpaid leave options.

Applicants are advised that employment in some roles may be conditioned on successful completion of a post‑offer drug screening, subject to applicable state law.

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.