Technical Support Specialist

hace 4 días

Guadalajara, Jalisco, México Wipro A tiempo completo

Job Description:


At Wipro, we're seeking a talented Technical Support Specialist to join our team. As a Technical Support Specialist, you'll play a key role in providing exceptional technical support to our clients, ensuring their issues are resolved efficiently and effectively.


Key Responsibilities:



  • Process Support: Manage transactions according to quality standards, ensuring seamless process execution.
  • Client Interaction: Respond to client queries via phone and email in a courteous manner, documenting all pertinent information.
  • Knowledge Management: Update internal knowledge bases, resources, and FAQs to aid in effective problem resolution.
  • Analysis and Improvement: Analyze call logs to identify trends, prevent future problems, and maintain self-help documents for customers.
  • Escalation and Compliance: Identify red flags, escalate serious issues to Team leaders, and ensure compliance with service agreements.

Customer Service:



  • Diagnosis and Troubleshooting: Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
  • Product Support: Provide product support and resolution to clients, guiding them through step-by-step solutions.
  • Communication: Maintain logs and records of all customer queries, accurately process and record all incoming calls and emails, and offer alternative solutions to clients.

Operational Excellence:



  • Capability Building: Build capability to ensure operational excellence and maintain superior customer service levels.
  • Training and Development: Undertake product trainings to stay current with product features, changes, and updates.

Stakeholder Interaction:


Internal stakeholders include HR for hiring and employee engagement, Training Team for capability development, and Technical Lead for performance review. External stakeholders are clients for query resolution.


Required Competencies:



  • Process Knowledge - Knowledge of assigned process, tools, and systems
  • Collaborative working
  • Problem solving and decision making
  • Attention to Detail
  • Effective Communication

Performance Parameters:



  • Process: Number of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
  • Self-Management: Productivity, efficiency, absenteeism, Training Hours, Number of technical training completed

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