Technical Support Specialist

About Wipro

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.

Role Purpose

Provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Key Responsibilities

Support & Issue Resolution

• Field incoming help requests from clients via telephone and email in a courteous manner
• Document end user information including name, department, contact information, and nature of problem
• Record, track, and document all queries, problem-solving steps, and resolutions
• Resolve client queries according to defined SLAs
• Access and maintain internal knowledge bases and FAQs to aid problem resolution
• Identify and escalate serious issues to team leaders when timely resolution is not achieved
• Ensure compliance with service agreements and avoid legal challenges

Customer Service & Troubleshooting

• Deliver excellent customer service through effective diagnosis and troubleshooting
• Provide step-by-step solutions and guide users through product features
• Troubleshoot queries in a user-friendly, courteous, and professional manner
• Offer alternative solutions to retain customer business
• Follow up with scheduled callbacks to record feedback and ensure SLA compliance

Operational Excellence

• Update availability in the RAVE system to ensure process productivity
• Maintain accurate logs and records of all customer queries
• Analyze call logs to identify trends and prevent future problems
• Update self-help documents to speed up resolution time
• Undertake product trainings to stay current with features and updates
• Partner with team leaders to identify training needs and learning opportunities

Performance Metrics

• Number of cases resolved per day
• Compliance to process and quality standards
• Meeting process-level SLAs
• Customer feedback scores
• Productivity and efficiency
• Training hours completed

Requirements

• 1-3 years experience
• Financial Planning & Analysis knowledge

Why Join Us

We are building a modern Wipro—an end-to-end digital transformation partner with bold ambitions. We need people inspired by reinvention of yourself, your career, and your skills. Join a business powered by purpose where you can design your own reinvention.