Technical Support Specialist I

Wipro Technologies; Little Rock (AR); On-site; USD 42,000 - 52,000; Full time

Job summary

Wipro Limited is seeking a technical support professional to provide effective service for client issues, resolving inquiries directly or via escalation to meet process SLAs. The role requires handling inquiries, documenting issues, and updating internal knowledge bases to improve resolution times.

Wipro is an Equal Opportunity Employer. Applications from people with disabilities are explicitly welcome, and reasonable accommodations will be provided throughout the recruitment process.

Responsibilities

• Field incoming help requests from clients via telephone and/or email in a courteous manner
• Document end user information, including name, department, contact details and nature of problem
• Update availability in the RAVE system to ensure productivity
• Record, track, and document queries, resolutions and outcomes
• Follow standard processes to resolve client queries and meet SLAs
• Provide product support and troubleshooting guidance to clients
• Maintain logs of customer queries and software usage
• Elevate serious issues to Team Leader when needed
• Ensure product disclosures are provided to clients before/after requests

Skills

Customer service

Communication

Troubleshooting

Documentation

Time management

Tools

RAVE system

Job description

Wipro Limited is seeking a technical support professional to provide effective service for client issues, resolving inquiries directly or via escalation to meet process SLAs. The role requires handling inquiries, documenting issues, and updating internal knowledge bases to improve resolution times.

Wipro is an Equal Opportunity Employer. Applications from people with disabilities are explicitly welcome, and reasonable accommodations will be provided throughout the recruitment process.