Support Desk Agent L1: Customer Care & Troubleshooting

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

Benefits offered by this job

Medical and dental benefits

Disability insurance

Paid time off

Leave options

Job summary

Wipro Limited seeks a responsive help desk specialist to provide effective technical support for client processes in a fast-paced environment. You will handle incoming requests via phone and email, document user details, and ensure accurate resolution or escalation to meet contract SLAs.

Responsibilities include using internal knowledge bases, maintaining call logs, and updating self-help resources to speed resolutions while upholding quality standards and compliance across the team.

Qualifications

• Role focuses on effective technical support and timely escalation to meet SLAs.
• Customer interactions via phone and email with courteous handling.
• Documentation of issues, resolutions, and knowledge base updates.

Responsibilities

• Field incoming requests and document user details and problems.
• Resolve queries per SLA and escalate when needed.
• Update availability in the RAVE system and maintain call logs.

Skills

Customer service

Troubleshooting

Communication

Tools

RAVE system

Tracking software

Job description

Wipro Limited seeks a responsive help desk specialist to provide effective technical support for client processes in a fast-paced environment. You will handle incoming requests via phone and email, document user details, and ensure accurate resolution or escalation to meet contract SLAs.

Responsibilities include using internal knowledge bases, maintaining call logs, and updating self-help resources to speed resolutions while upholding quality standards and compliance across the team.