Senior Customer Support & Troubleshooting Lead

Wipro; Atlanta (GA); On-site; USD 36,000 - 76,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Disability insurance

Paid time off

Leave options

Job summary

Wipro Limited is seeking a customer service professional to provide effective technical support and resolve client issues within SLAs. The role involves handling inquiries via phone and email, updating records, and escalating when needed.

The ideal candidate has 1–3 years of customer service experience, strong communication skills, and a commitment to quality. The position offers standard benefits and opportunities for growth within a global tech company.

Qualifications

• 1–3 years of experience in customer service.
• Strong communication and problem-solving skills.
• Ability to document and track client interactions.

Responsibilities

• Field incoming help requests from clients via telephone and/or emails.
• Document end user information and issue details.
• Update availability in the RAVE system.
• Record and track all queries and resolutions.
• Follow standard processes to resolve queries.
• Resolve client queries as per the SLAs defined in the contract.
• Access knowledge bases to aid in resolution.
• Identify product details to facilitate interaction and troubleshooting.
• Document and analyze call logs to spot trends to prevent future problems.
• Maintain self-help documents to speed up resolution time.
• Elevate serious client issues to Team Leader when needed.
• Ensure all product information and disclosures are given to clients before and after requests.
• Comply with service agreements to avoid legal challenges.

Skills

Customer Service

Job description

Wipro Limited is seeking a customer service professional to provide effective technical support and resolve client issues within SLAs. The role involves handling inquiries via phone and email, updating records, and escalating when needed.

The ideal candidate has 1–3 years of customer service experience, strong communication skills, and a commitment to quality. The position offers standard benefits and opportunities for growth within a global tech company.