Technical Support Specialist

hace 2 semanas

Guadalajara, Jalisco, México Wipro Limited A tiempo completo

Job Title: Technical Support Specialist - Client Advocate

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About the Role:

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This role is an exciting opportunity to provide exceptional technical support to clients, resolving issues in a timely and efficient manner. As a Technical Support Specialist at Wipro Limited, you will be responsible for managing transactions according to quality standards, documenting client information, and updating your availability in our RAVE system.

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Key Responsibilities:

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  • Transaction Management: Ensure that all transactions are managed in accordance with established quality standards, maintaining high levels of productivity and process efficiency.">
  • Client Information Documentation: Accurately document client information, including name, department, contact details, and nature of problem or issue, ensuring seamless communication and resolution.">
  • Availability Updates: Regularly update your own availability in the RAVE system, guaranteeing optimal process productivity and minimizing delays.">
  • Query Recording and Resolution: Record, track, and document all queries received, along with problem-solving steps taken and total successful and unsuccessful resolutions.">
  • Standard Process Adherence: Follow established standard processes and procedures to resolve client queries, ensuring consistency and reliability.">
  • SLA Compliance: Resolve client queries according to Service Level Agreements (SLAs) defined in the contract, meeting or exceeding expected performance metrics.">
  • Knowledge Base Access: Utilize internal knowledge bases, resources, and frequently asked questions to aid in effective problem resolution and improve client satisfaction.">
  • Product Detail Acquisition: Identify and learn relevant product details to facilitate better client interaction and troubleshooting, enhancing overall service delivery.">
  • Call Log Analysis: Document and analyze call logs to identify recurring trends, enabling proactive measures to prevent future problems.">
  • Self-Help Document Maintenance: Maintain and update self-help documents for customers, streamlining resolution time and improving overall customer experience.">
  • Issue Escalation: Identify red flags and escalate serious client issues to Team leaders in cases where timely resolution is not possible.">
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Delivering Excellent Customer Service:

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  • Product Support and Resolution: Provide prompt product support and resolution to clients by performing question diagnosis while guiding users through step-by-step solutions.">
  • Product Navigation Assistance: Assist clients with navigating around product menus, facilitating a better understanding of product features and functionality.">
  • Courteous and Professional Troubleshooting: Troubleshoot all client queries in a user-friendly, courteous, and professional manner, addressing concerns promptly.">
  • Log Keeping and Feedback: Maintain accurate logs and records of all customer queries as per standard procedures and guidelines, following up with scheduled call backs to record feedback and ensure compliance to contract/SLAs.">
  • Alternative Solution Offering: Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business, enhancing overall satisfaction.">
  • Effective Communication: Organize ideas effectively and communicate oral messages appropriately to listeners and situations, fostering strong relationships.">
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Building Capability:

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  • Product Trainings: Undertake product trainings to stay current with product features, changes, and updates, ensuring proficiency and adaptability.">
  • Training Participation: Enroll in product-specific and other trainings as per client requirements/recommendations, expanding skill sets and expertise.">
  • Training Theme Identification: Partner with team leaders to brainstorm and identify training themes and learning issues, aligning with client needs.">
  • Personal Growth and Development: Update job knowledge by participating in self-learning opportunities and maintaining personal networks, driving continuous improvement.">
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Skill Requirements:

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  • Process Knowledge: Possess knowledge of assigned process, tools, and systems - Foundation to Competent.">
  • Collaborative Working: Demonstrate collaborative working skills, contributing to a cohesive team environment.">
  • Problem Solving and Decision Making: Exhibit problem-solving and decision-making abilities, driving resolution and progress.">
  • Attention to Detail: Display attention to detail, ensuring accuracy and precision in work.">
  • Execution Excellence: Embody execution excellence, delivering results-oriented performance.">
  • Client Centricity: Show client-centricity, prioritizing customer needs and satisfaction.">
  • Effective Communication: Demonstrate effective communication skills, conveying ideas clearly and concisely.">
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Performance Parameters:

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  • Case Resolution Rate: Achieve a high number of cases resolved per day, adhering to process and quality standards.">
  • Process Level SLA Meeting: Meet process level SLAs, ensuring consistent performance.">
  • Pulse Score and Customer Feedback: Maintain a high pulse score and receive positive customer feedback, reflecting excellent service delivery.">
  • Productivity and Efficiency: Showcase high productivity and efficiency, utilizing resources effectively.">
  • Absenteeism and Training Hours: Maintain low absenteeism rates and participate in regular training hours, staying updated with industry developments.">
  • No. of Technical Trainings Completed: Complete a significant number of technical trainings, enhancing skill sets and expertise.">
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Salary Range: $42,500 - $62,750 per annum

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