Technical Support Specialist
Há 3 dias
Role Summary:
As a Technical Support Specialist at Wipro Limited, you will be responsible for providing effective technical support to clients and resolving their issues promptly and efficiently.
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
Working with Stakeholders:
- Collaborate with Team Leaders, Performance review, HR-Hiring and employee engagement and retention, Training Team, Capability development, Technical Lead, Training, issue escalation/resolution
- Work with External clients for Query Resolution
Competencies:
- 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:
- Process: No. 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, No. of technical training completed
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