Technical Support Specialist
hace 5 días
As a Technical Support Specialist at Wipro Limited, you will be responsible for providing effective technical support to our clients. This role involves actively resolving client issues directly or through timely escalation to meet process SLAs.
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.
Requirements
- Functional Competencies/Skill: Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent.
- Behavioral Competencies: Collaborative working, Problem solving and decision making, Attention to Detail, Execution Excellence, Client (Internal) Centricity, Effective Communication.
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