Technical Support & Customer Success Agent I

Wipro; Little Rock (AR); On-site; USD 40,000 - 60,000; Full time

Job summary

Wipro in the United States is seeking an active technical support specialist to handle client queries, diagnose issues, and follow escalation processes to meet SLAs.

You will document user details, track all interactions, maintain knowledge bases, and collaborate with team leaders to ensure timely resolutions and high customer satisfaction.

The role emphasizes courteous communication, accurate logging, and ongoing product learning to improve support quality and reduce recurrence.

Qualifications

• Provide product support and resolution to clients by diagnosing questions.
• Record, track, and document all queries and resolutions per procedures.
• Maintain self-help documents and assist with ongoing product learning.

Responsibilities

• Field incoming help requests from clients via phone and/or email.
• Document end-user information, issue details, and contact data.
• Follow standard processes to resolve client queries and meet SLAs.
• Escalate complex issues to Team Leader when resolution is untimely.

Skills

Technical support

Customer service

SLA adherence

Documentation

Tools

RAVE system

Tracking software

Internal knowledge bases

Job description

Wipro in the United States is seeking an active technical support specialist to handle client queries, diagnose issues, and follow escalation processes to meet SLAs.

You will document user details, track all interactions, maintain knowledge bases, and collaborate with team leaders to ensure timely resolutions and high customer satisfaction.

The role emphasizes courteous communication, accurate logging, and ongoing product learning to improve support quality and reduce recurrence.