Technical Support Specialist

4 semanas atrás

Rio de Janeiro, Rio de Janeiro, Brasil Wipro Tempo inteiro
Job Description

Role Purpose

The primary objective of this role is to provide high-quality technical support to clients, ensuring timely resolution of their queries and issues. This involves managing transactions effectively, adhering to quality standards, and escalating complex issues to team leaders as needed.

Key Responsibilities

  • Fielding client inquiries via phone and email, providing courteous and professional support
  • Documenting client information, including name, department, contact details, and nature of the issue
  • Updating availability in the RAVE system to ensure process productivity
  • Recording, tracking, and documenting client queries, problem-solving steps, and resolutions
  • Resolving client queries in accordance with SLAs defined in the contract
  • Accessing and maintaining internal knowledge bases, resources, and FAQs to aid in problem resolution
  • Identifying and learning product details to facilitate better client interaction and troubleshooting
  • Documenting and analyzing call logs to identify trends and prevent future issues
  • Maintaining and updating self-help documents for customers to speed up resolution time
  • Escalating serious client issues to team leaders in cases of untimely resolution
  • Complying with service agreements to avoid legal challenges
  • Delivering excellent customer service through effective diagnosis and troubleshooting
  • Providing product support and resolution to clients by performing question diagnosis and guiding users through step-by-step solutions
  • Troubleshooting client queries in a user-friendly, courteous, and professional manner
  • Maintaining logs and records of client queries as per standard procedures and guidelines
  • Accurately processing and recording incoming calls and emails using designated tracking software
  • Offering alternative solutions to clients where appropriate, with the objective of retaining customers' and clients' business
  • Following up and making scheduled call backs to customers to record feedback and ensure compliance to contract/SLAs
  • Building capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertaking product trainings to stay current with product features, changes, and updates
  • Enrolling in product-specific and other trainings per client requirements/recommendations
  • Partnering with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Updating job knowledge by participating in self-learning opportunities and maintaining personal networks

Competencies

  • Process Knowledge: Knowledge of assigned process, tools, and systems
  • Foundation to Competent Competency Levels: Demonstrates frequently with minimal support and guidance
  • Competent: Consistently demonstrates the full range of the competency without guidance
  • Expert: Applies the competency in all situations and serves as a guide to others as well
  • Master: Coaches others and builds organizational capability in the competency area

Performance Parameters

  • Process: Number of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
  • Self-Management: Productivity, efficiency, absenteeism, Training Hours, Number of technical training completed

  • Technical Support Specialist

    4 semanas atrás

    Rio de Janeiro, Rio de Janeiro, Brasil SupportYourApp Tempo inteiro

    Unlock Your Potential as a L2 Technical Support ConsultantAre you passionate about delivering exceptional customer experiences and troubleshooting technical issues?We're looking for a skilled L2 Technical Support Consultant to join our team at SupportYourApp, a leading Support-as-a-Service company. As a key member of our technical support team, you'll...

  • Technical Support Specialist

    Há 1 mês

    Rio de Janeiro, Rio de Janeiro, Brasil Wipro Tempo inteiro

    Job SummaryWe are seeking a highly skilled and detail-oriented Technical Support Specialist to join our team at Wipro. As a key member of our process support team, you will be responsible for providing exceptional technical support to our clients, resolving issues efficiently, and ensuring high-quality service delivery.Key ResponsibilitiesProvide timely and...

  • Technical Support Specialist

    2 semanas atrás

    Rio de Janeiro, Rio de Janeiro, Brasil Wipro Tempo inteiro

    Job Title: Technical Support SpecialistJob Summary:The Technical Support Specialist will provide effective technical support to the process, actively resolving client issues directly or through timely escalation to meet process SLAs. The role involves managing transactions as per required quality standards, fielding all incoming help requests from clients...

  • Technical Support Specialist

    Há 4 dias

    Rio de Janeiro, Rio de Janeiro, Brasil Viasat Tempo inteiro

    About ViasatAt Viasat, we're on a mission to deliver connections that change the world. For over 35 years, we've helped shape how people, businesses, governments, and militaries communicate globally.What You'll DoAs a Technical Support Engineer, you'll be part of a team that thinks big, acts fearlessly, and creates an inclusive environment that drives...

  • Technical Support Specialist

    Há 21 horas

    Rio de Janeiro, Rio de Janeiro, Brasil Supportyourapp Tempo inteiro

    Unlock Your Potential in a Multicultural EnvironmentAt SupportYourApp, we're passionate about delivering exceptional customer support and technical expertise to our clients worldwide. As a L2 Technical Support Consultant, you'll be part of a dynamic team that thrives in a multicultural and multilingual environment.Your Key Responsibilities:Provide top-notch...

  • Technical Support Specialist

    Há 5 dias

    Rio de Janeiro, Rio de Janeiro, Brasil IP Four Digital Limited Tempo inteiro

    Job Title: Technical Support EngineerAt IP Four Digital Limited, we are seeking a highly skilled Technical Support Engineer to join our team.Key Responsibilities:Provide technical support for network management systems, ensuring seamless operation and resolving customer requests in a timely manner.Collaborate with cross-functional teams to implement network...

  • Technical Support Specialist

    Há 4 dias

    Rio de Janeiro, Rio de Janeiro, Brasil FiberHome Tempo inteiro

    Job Title: Technical Support EngineerAbout the Role:As a Technical Support Engineer at FiberHome, you will be responsible for handling network management system failures and customer requests. You will also deal with network changes within the network management system, including network configuration and troubleshooting.Key Responsibilities:Provide...

  • Technical Support Specialist

    Há 1 mês

    Rio de Janeiro, Rio de Janeiro, Brasil Talentflix Tempo inteiro

    Job Title: Bilingual Support AnalystAbout the Role:Talentflix is seeking a highly skilled Bilingual Support Analyst to join our team in Rio de Janeiro. As a key member of our IT department, you will be responsible for providing top-notch technical support to our clients, ensuring their issues are resolved efficiently and effectively.Responsibilities:Provide...

  • Technical Support Specialist

    Há 18 horas

    Rio de Janeiro, Rio de Janeiro, Brasil Marlink Group Tempo inteiro

    About UsAt Marlink Group, we empower our customers to thrive in a rapidly changing world by providing innovative hybrid network solutions and digital technologies. Our global teams work together to bring systems and people together, pushing boundaries and combining expertise with cutting-edge technology.Job SummaryWe are seeking a skilled Technical Support...

  • Technical Support Specialist

    Há 4 dias

    Rio de Janeiro, Rio de Janeiro, Brasil IP Four Digital Limited Tempo inteiro

    Job Type:Technical Support Engineer (OSS/IP)Working Place:OSS/IP Technical Support Engineer *1Key Responsibilities:Manage network system failures and customer inquiries; Address network changes within the network management system; Responsible for daily maintenance and inspection of the network management system, including reporting network...

  • Technical Support Specialist

    4 semanas atrás

    Rio de Janeiro, Rio de Janeiro, Brasil Talentflix Tempo inteiro

    Job Title: Bilingual Support AnalystAbout the Role:Talentflix is seeking a highly skilled Bilingual Support Analyst to join our team in Rio de Janeiro. As a key member of our IT department, you will be responsible for providing top-notch technical support to our clients, ensuring their issues are resolved efficiently and effectively.Responsibilities:Provide...

  • Microwave Technical Support Specialist

    Há 1 mês

    Rio de Janeiro, Rio de Janeiro, Brasil ZTE do Brasil Tempo inteiro

    About the RoleWe are seeking an experienced Microwave technical support engineer to join our team at ZTE do Brasil.Main ResponsibilitiesCommissioning and installation of microwave equipmentProviding technical support and troubleshooting for microwave-related issuesCollaborating with cross-functional teams to ensure smooth operation of microwave...

  • Technical Sales Specialist

    4 semanas atrás

    Rio de Janeiro, Rio de Janeiro, Brasil HAIMER Tempo inteiro

    About the Role:We are seeking a highly skilled Technical Sales Specialist to join our team in Brazil. As a Technical Sales Specialist, you will be responsible for selling our complex, advice-intensive products and services to qualified high-end clients in the Paraná Region, Santa Catarina, and Rio de Janeiro.Key Responsibilities:Answer technical sales calls...

  • Technical Support Specialist

    4 semanas atrás

    Rio de Janeiro, Rio de Janeiro, Brasil TALENTFLIX SOLUCOES LTDA Tempo inteiro

    Job Title: Bilingual Support AnalystCompany Overview:Infraops is an Information Technology company specializing in serving the Oil and Gas market.We are seeking a professional to work in Rio de Janeiro who possesses technical skills and fluent English, along with commitment and responsibility.Key Responsibilities:Phone support to usersQualification and...

  • Technical Support Specialist

    4 semanas atrás

    Rio de Janeiro, Rio de Janeiro, Brasil TALENTFLIX SOLUCOES LTDA Tempo inteiro

    Job Title: Bilingual Support AnalystCompany Overview: Infraops is an Information Technology company specializing in serving the Oil and Gas market.We are currently seeking a professional to work in Rio de Janeiro who possesses technical skills and fluent English, along with commitment and responsibility.Key Responsibilities:Phone support to...

  • Associate Technical Support Specialist

    Há 4 dias

    Rio de Janeiro, Rio de Janeiro, Brasil Aspen Technology Tempo inteiro

    About AspenTechAspenTech is a company driven by passionate individuals who strive for excellence and innovation.We are committed to fostering a culture of continuous learning and growth, where our employees can develop their skills and expertise.Our team is dedicated to delivering exceptional results and making a meaningful impact in the industry.Job...

  • Technical Sales Specialist

    Há 1 mês

    Rio de Janeiro, Rio de Janeiro, Brasil HAIMER Tempo inteiro

    About the Role:We are seeking a highly skilled Technical Sales Specialist to join our team in Brazil. As a Technical Sales Specialist, you will be responsible for selling our complex, advice-intensive products and services to qualified high-end clients in the Paraná Region, Santa Catarina, and Rio de Janeiro.Key Responsibilities:Answer technical sales calls...

  • Technical Support Specialist

    4 semanas atrás

    Rio de Janeiro, Rio de Janeiro, Brasil TALENTFLIX SOLUCOES LTDA Tempo inteiro

    Job Title: Bilingual Support AnalystCompany Overview:Infraops is an Information Technology company specializing in serving the Oil and Gas market.We are seeking a professional to work in Rio de Janeiro who possesses technical skills and fluent English, along with commitment and responsibility.Key Responsibilities:Phone support to usersQualification and...

  • Technical Support Specialist

    2 semanas atrás

    Rio de Janeiro, Rio de Janeiro, Brasil IP Four Digital Limited Tempo inteiro

    Job Title: Technical Support EngineerAt IP Four Digital Limited, we are seeking a highly skilled Technical Support Engineer to join our team.Job Summary:We are looking for a talented individual to handle network management system failures and customer requests, as well as perform daily maintenance and inspection of the network management system.Key...

  • Technical Support Specialist

    Há 7 dias

    Rio de Janeiro, Rio de Janeiro, Brasil FiberHome Tempo inteiro

    Job Title: Technical Support EngineerAbout the Role:As a Technical Support Engineer at FiberHome, you will be responsible for handling network management system failures and customer requests. You will work with network changes within the network management system, including upgrades, and perform daily maintenance and inspection of the network management...