Technical Support Specialist

3 semanas atrás


Curitiba, Paraná, Brasil Wipro Technologies Tempo inteiro

pbJob Title:/b Technical Support Specialist/ppbJob Summary:/b/ppWe are seeking a highly skilled Technical Support Specialist to join our team at Wipro Technologies. As a Technical Support Specialist, you will be responsible for providing effective technical support to our clients and actively resolving their issues directly or through timely escalation to meet process SLAs./ppbKey Responsibilities:/b/pulliManage transactions as per required quality standards/liliField all incoming help requests from clients via telephone and/or emails in a courteous manner/liliDocument all pertinent end user identification information, including name, department, contact information and nature of problem or issue/liliUpdate own availability in the RAVE system to ensure productivity of the process/liliRecord, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions/liliFollow standard processes and procedures to resolve all client queries/liliResolve client queries as per the SLA's defined in the contract/liliAccess and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients/liliIdentify and learn appropriate product details to facilitate better client interaction and troubleshooting/liliDocument and analyze call logs to spot most occurring trends to prevent future problems/liliMaintain and update self-help documents for customers to speed up resolution time/liliIdentify red flags and escalate serious client issues to Team leader in cases of untimely resolution/liliEnsure all product information and disclosures are given to clients before and after the call/email requests/liliAvoid legal challenges by complying with service agreements/liliDeliver excellent customer service through effective diagnosis and troubleshooting of client queries/liliProvide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions/liliAssist clients with navigating around product menus and facilitate better understanding of product features/liliTroubleshoot all client queries in a user-friendly, courteous and professional manner/liliMaintain logs and records of all customer queries as per the standard procedures and guidelines/liliAccurately process and record all incoming call and email using the designated tracking software/liliOffer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business/liliOrganize ideas and effectively communicate oral messages appropriate to listeners and situations/liliFollow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs/liliBuild capability to ensure operational excellence and maintain superior customer service levels of the existing account/client/liliUndertake product trainings to stay current with product features, changes and updates/liliEnroll in product specific and any other trainings per client requirements/recommendations/liliPartner with team leaders to brainstorm and identify training themes and learning issues to better serve the client/liliUpdate job knowledge by participating in self-learning opportunities and maintaining personal networks/liliStakeholder Interaction/liliInternal: Team Leaders, HR, Training Team, Technical Lead/liliExternal: Client/liliPurpose of Interaction: Performance review, Hiring and employee engagement and retention, Capability development, Training, issue escalation/resolution, Query Resolution/liliDisplay Lists the competencies required to perform this role effectively: Functional Competencies/ Skill/liliProcess Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent Behavioral Competencies/liliCollaborative working/liliProblem solving and decision making/liliAttention to Detail/liliExecution Excellence/liliClient (Internal) Centricity/liliEffective Communication/liliDeliver/liliNo. Performance Parameter Measure/lili1. Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback/lili2. Self-Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed/lilibr#J-18808-Ljbffr/li/ulpbWhat We Offer:/b/ppWe offer a competitive salary, comprehensive benefits package, and opportunities for professional growth and development. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity./ppbHow to Apply:/b/ppPlease submit your resume and cover letter to [insert contact information]. We thank all applicants for their interest; however, only those selected for an interview will be contacted./ppbWipro Technologies is an equal opportunities employer and welcomes applications from diverse candidates./b/ppbDisclaimer:/b/ppThe information contained in this job description is accurate at the time of posting and may be subject to change./ppbLanguage:/b English/p/p



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