Technical Support Intake Specialist

Wipro; Atlanta (GA); On-site; USD 22,000 - 23,000; Full time

Job summary

Wipro is seeking a technical support agent in the United States (Georgia, Atlanta) to provide effective support and resolve client issues. The role requires handling inquiries via phone and email, documenting user details, and following contract-defined SLAs to ensure timely resolutions.

Responsibilities include using knowledge bases, learning product details, and maintaining logs to spot trends. The position emphasizes excellent customer service, adherence to processes, and escalation when

Qualifications

• Mandatory skills include Claims Processing.

Responsibilities

• Field all incoming help requests from clients via telephone and/or emails in a courteous manner.
• Document all pertinent end user information and nature of problem or issue.
• Update availability in the RAVE system to ensure productivity.
• Record, track, and document all queries and resolutions.
• Follow standard processes to resolve client queries.
• Resolve client queries per the SLA defined in the contract.
• Access and maintain internal knowledge bases and FAQs to aid resolution.
• Identify product details to facilitate better troubleshooting.
• Document and analyze call logs to spot trends and prevent future problems.
• Maintain self-help documents to speed up resolution time.
• Escalate serious client issues to Team Leader when resolution is untimely.
• Provide product information and disclosures before and after calls/emails.

Skills

Claims Processing

Job description

Wipro is seeking a technical support agent in the United States (Georgia, Atlanta) to provide effective support and resolve client issues. The role requires handling inquiries via phone and email, documenting user details, and following contract-defined SLAs to ensure timely resolutions.

Responsibilities include using knowledge bases, learning product details, and maintaining logs to spot trends. The position emphasizes excellent customer service, adherence to processes, and escalation when