Contract Support Specialist

hace 3 días


San José, San José, Costa Rica Wipro A tiempo completo

Job Summary



We are seeking a highly skilled Contract Support Specialist to provide technical support to our clients and actively resolve issues directly or through timely escalation to meet process SLAs. The successful candidate will have a strong foundation in process management and be able to manage transactions as per required quality standards.

Main Responsibilities

* Manage client queries via telephone and/or email in a courteous manner
* Document all pertinent end user identification information
* 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

Key Performance Indicators

* Number of cases resolved per day
* Compliance to process and quality standards
* Meeting process level SLAs
* Pulse score
* Customer feedback

Requirements

* Strong foundation in process management
* Ability to manage transactions as per required quality standards
* Excellent communication and problem-solving skills

About Wipro

Wipro is a leading global information technology, consulting, and business process services company. We are committed to harnessing the power of technology to create a better future for our clients, employees, and the communities we serve. We are an equal opportunities employer and welcome applications from all qualified candidates.
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