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Technical Support Specialist

2 meses atrás

Rio de Janeiro, Rio de Janeiro, Brasil Wipro Technologies 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 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.

Key Responsibilities:

  • Process Support: Manage transactions as per required quality standards.
  • Client Interaction: Field all incoming help requests from clients in a courteous manner.
  • Documentation: Document all pertinent end-user identification information, including name, department, contact information, and nature of problem or issue.
  • Query Resolution: Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions.
  • Process Knowledge: Follow standard processes and procedures to resolve all client queries.
  • SLA Compliance: Resolve client queries as per the SLAs defined in the contract.
  • Knowledge Management: Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution to clients.
  • Product Knowledge: Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
  • Call Log Analysis: Document and analyze call logs to spot most occurring trends to prevent future problems.
  • Self-Help Documents: Maintain and update self-help documents for customers to speed up resolution time.
  • Issue Escalation: Identify red flags and escalate serious client issues to Team leaders in cases of untimely resolution.
  • Product Information: Ensure all product information and disclosures are given to clients before and after the call/email requests.
  • Compliance: Avoids legal challenges by complying with service agreements.
  • Customer Service: Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
  • Product Support: Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.
  • Client Navigation: Assist clients with navigating around product menus and facilitate better understanding of product features.
  • Troubleshooting: Troubleshoot all client queries in a user-friendly, courteous, and professional manner.
  • Log Maintenance: Maintain logs and records of all customer queries as per the standard procedures and guidelines.
  • Call Processing: Accurately process and record all incoming calls and emails using the designated tracking software.
  • Alternative Solutions: Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business.
  • Communication: Organize ideas and effectively communicate oral messages appropriate to listeners and situations.
  • Follow-up: Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract/SLAs.
  • Capability Building: Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client.
  • Training: Undertake product trainings to stay current with product features, changes, and updates.
  • Stakeholder Interaction: Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client.
  • Self-Learning: Update job knowledge by participating in self-learning opportunities and maintaining personal networks.

Stakeholder Interaction:

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Team Leaders

Performance review

HR

Hiring and employee engagement and retention

Training Team

Capability development

Technical Lead

Training, issue escalation/resolution

External

Client

Query Resolution

Display

Lists the competencies required to perform this role effectively:

Functional Competencies/Skill

Process Knowledge – Knowledge of assigned process, tools, and systems – Foundation to Competent

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

Behavioral Competencies

Collaborative working

Problem solving and decision making

Attention to Detail

Execution Excellence

Client (Internal) Centricity

Effective Communication

Deliver

No.

Performance Parameter

Measure

1.

Process

No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback

2.

Self- Management

Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Procurement(RTP)

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