Technical Support Agent — SLA-Driven Client Care

Wipro; Tampa (FL); On-site; USD 22,041 - 23,419; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Disability insurance

Paid time off

Job summary

Wipro in Tampa, FL is seeking a technical support specialist to resolve client issues and ensure SLA compliance through effective diagnosis and troubleshooting. You will manage inquiries via phone and email, document interactions, and escalate when needed, while maintaining knowledge bases and delivering consistent, high-quality service.

This role emphasizes process adherence, data accuracy, and proactive problem resolution, with opportunities to learn product details and improve self-help

Qualifications

• Provide technical support and resolve client issues within defined SLAs.
• Field incoming help requests via phone and email in a courteous manner.
• Document all user information, issue details and resolution steps.

Responsibilities

• Handle client queries with effective diagnosis and troubleshooting.
• Provide product support and guide users through step-by-step solutions.
• Maintain logs and records of all customer interactions in tracking software.
• Escalate complex issues to Team Leader when resolution is time-sensitive.
• Update knowledge bases and self-help documents to speed future resolutions.
• Follow standard processes to resolve queries and ensure compliance with contracts/SLAs.

Skills

Claims Processing

Job description

Wipro in Tampa, FL is seeking a technical support specialist to resolve client issues and ensure SLA compliance through effective diagnosis and troubleshooting. You will manage inquiries via phone and email, document interactions, and escalate when needed, while maintaining knowledge bases and delivering consistent, high-quality service.

This role emphasizes process adherence, data accuracy, and proactive problem resolution, with opportunities to learn product details and improve self-help