Technical Support Agent I: SLA & Process Excellence

Wipro; Los Angeles (CA); On-site; USD 25,000 - 50,000; Full time

Job summary

Wipro is seeking a technical support specialist in Los Angeles to provide effective resolution of client issues and timely escalation to meet SLAs. You will manage inquiries via phone and email, document customer details, and maintain knowledge bases to speed up resolutions.

The role emphasizes excellent customer service, diagnostic skills, and the ability to follow established processes while ensuring product information is accurately conveyed to clients.

Qualifications

• Experience providing technical support and resolving client issues per SLAs.
• Ability to document interactions and escalate issues when needed.

Responsibilities

• Handle incoming help requests from clients via phone and/or email.
• Document end user details and nature of issue.
• Follow standard processes to resolve client queries within SLAs.
• Escalate serious issues to Team Leader as needed for timely resolution.
• Maintain and update internal knowledge bases and self-help materials.

Skills

Geographic Information Systems

Job description

Wipro is seeking a technical support specialist in Los Angeles to provide effective resolution of client issues and timely escalation to meet SLAs. You will manage inquiries via phone and email, document customer details, and maintain knowledge bases to speed up resolutions.

The role emphasizes excellent customer service, diagnostic skills, and the ability to follow established processes while ensuring product information is accurately conveyed to clients.