Technical Support Specialist

3 semanas atrás


Curitiba, Paraná, Brasil Wipro Technologies Tempo inteiro

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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