Technical Support Specialist

Há 5 dias


Curitiba, Paraná, Brasil Wipro Technologies Tempo inteiro
Job Overview

As a Technical Support Specialist at Wipro Technologies, you will be responsible for providing exceptional customer service and technical support to our clients. Your primary role will be to troubleshoot and resolve technical issues in a timely and efficient manner.

Key Responsibilities:
  • Respond to queries from clients via phone, email, chat, and portal.
  • Become familiar with each client's specific applications and processes.
  • Develop knowledge of commonly-used software, hardware, and other equipment.
  • Accurately log all service desk tickets using the defined tracking software.
  • Ensure that the scorecard is maintained as per the Service Level Agreement (SLA) with respect to Time To Resolve (TTR), SLA & hits.
  • Manage all queries or escalate if not resolved as per the defined helpdesk policies and framework.

Requirements:
  1. Performance Parameter:
    • Service Desk Delivery: Adherence to TAT, SLA as per SoW.
    • Minimal Escalation.
    • Customer Experience.
  2. Personal:
    • Attendance.
    • Documentation, etc.


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