Technical Support Specialist

hace 3 semanas

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

About the Role:

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This exciting opportunity as a Technical Support Specialist at Wipro Limited is focused on delivering exceptional customer service and resolving technical issues efficiently. As a key member of our team, you will be responsible for managing transactions according to required quality standards, documenting user information, and updating availability in the RAVE system.

">

Key Responsibilities:

">
  • Support process by managing transactions as per required quality standards.">
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.">
  • 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.">
  • Resolve client queries as per the SLA's defined in the contract.">
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients.">
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.">
  • Document and analyze call logs to spot most occurring trends to prevent future problems.">
  • Maintain and update self-help documents for customers to speed up resolution time.">
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution.">
  • Avoids legal challenges by complying with service agreements.">
  • Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.">
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.">
  • Assist clients with navigating around product menus and facilitate better understanding of product features.">
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner.">
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines.">
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business.">
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations.">
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs.">
  • Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client.">
  • Undertake product trainings to stay current with product features, changes and updates.">
  • Enroll in product specific and any other trainings per client requirements/recommendations.">
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client.">
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks.">

Stakeholder Interaction:

">

Internal:

">
  • Team Leaders: Performance review, Hiring and employee engagement and retention.">
  • HR: Hiring and employee engagement and retention.">
  • Training Team: Capability development.">
  • Technical Lead: Training, issue escalation/ resolution.">

External:

">
  • Client: Query Resolution.">

Competencies Required:

">

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:

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Collaborative working

">

Problem solving and decision making

">

Attention to Detail

">

Execution Excellence

">

Client (Internal) Centricity

">

Effective Communication

">

Estimated Salary: $60,000 - $80,000 per annum.

">

About Us: Wipro Limited is a leading global information technology, consulting and business process services company.

">

Location: [Insert Location]

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