Technical Support Specialist
3 semanas atrás
Job Summary
Wipro Technologies is seeking a skilled Technical Support Specialist to provide effective technical support to our clients. The ideal candidate will have a strong foundation in process knowledge and be able to resolve client issues efficiently.
Key Responsibilities
- Provide technical support to clients via telephone and/or email.
- Manage transactions as per required quality standards.
- Document all pertinent end user identification information.
- Update own availability in the RAVE system.
- Record, track, and document all queries received.
- Follow standard processes and procedures to resolve client queries.
- Identify and learn appropriate product details.
- Maintain and update self-help documents for customers.
- Escalate serious client issues to Team leader.
Requirements
- Process Knowledge - Knowledge of assigned process, tools, and systems.
- Collaborative working, problem-solving, and decision-making skills.
- Attention to detail and execution excellence.
- Effective communication and client-centricity.
Performance Parameters
- No. of cases resolved per day.
- Compliance to process and quality standards.
- Meeting process level SLAs.
- Pulse score.
- Customer feedback.
What We Offer
- Opportunity to work with a leading technology company.
- Chance to develop skills in process knowledge and technical support.
- Collaborative and dynamic work environment.
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