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Technical Support Specialist

2 meses atrás

São Paulo, São Paulo, Brasil Wipro Tempo inteiro
Job Description

Job Title: Technical Support Specialist

Job Summary:

We are seeking a highly skilled Technical Support Specialist to join our team at Wipro. As a Technical Support Specialist, you will be responsible for providing effective technical support to our clients and actively resolving client issues directly or through timely escalation to meet process SLAs.

Key Responsibilities:

  • Support process by managing transactions as per required quality standards
  • Document all pertinent end-user identification information, including name, department, contact information, and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLAs defined in the contract
  • Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team Leader in cases of untimely resolution
  • Avoids legal challenges by complying with service agreements

Deliver Excellent Customer Service:

  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features
  • Troubleshoot all client queries in a user-friendly, courteous, and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract/SLAs

Build Capability to Ensure Operational Excellence:

  • Undertake product trainings to stay current with product features, changes, and updates
  • Enroll in product-specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self-learning opportunities and maintaining personal networks

Stakeholder Interaction:

We interact with various stakeholders, including Team Leaders, Performance Review, HR, Hiring and Employee Engagement and Retention, Training Team, Capability Development, Technical Lead, Training, Issue Escalation/Resolution, and Clients for Query Resolution.

Competencies:

We require the following competencies for this role:

  • Process Knowledge - Knowledge of assigned process, tools, and systems - Foundation to Competent
  • Collaborative Working
  • Problem Solving and Decision Making
  • Attention to Detail
  • Execution Excellence
  • Client (Internal) Centricity
  • Effective Communication

Performance Parameters:

  • No. 1: Process - No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
  • No. 2: Self-Management - Productivity, efficiency, absenteeism, Training Hours, No of technical training completed