Technical Helpdesk Specialist 1

Join Wipro Limited in Jefferson City, Missouri (onsite) as a Technical Helpdesk Specialist 1 supporting client help requests through phone and email. This role emphasizes strong customer service, accurate case handling, and clear communication, with a structured process designed to help you resolve issues efficiently while meeting contract SLAs. You will also have access to medical and dental benefits, disability coverage, and paid time off (including sick leave).

Compensation: USD 20–25 per hour. Tools: RAVE system.

Responsibilities

• Manage client transactions according to required quality standards and established processes and procedures.
• Field incoming client help requests via telephone and/or email in a courteous manner.
• Collect and document end user details including name, department, contact information, and the nature of the problem.
• Record, track, and document each query received, the problem-solving steps taken, and the outcome (successful and unsuccessful resolutions).
• Update and manage your availability in the RAVE system to support productivity.
• Resolve client queries according to the SLAs defined in the contract, and follow standard procedures for resolution.
• Use internal knowledge bases, resources, and frequently asked questions to improve accuracy and speed of problem resolution.
• Document and analyze call logs to identify recurring trends and help prevent future issues.
• Maintain and update self-help documents to help customers resolve issues faster.
• Identify red flags and escalate serious issues to the Team leader when resolution is untimely.
• Ensure product information and disclosures are provided both before and after call/email interactions.
• Offer alternative solutions where appropriate to support customer retention and client business.
• Make scheduled call backs to capture feedback and ensure compliance with contract and/or SLAs.
• Assist clients with navigating product menus and understanding product features through guided, step-by-step support.
• Complete product trainings to stay current on features, changes, and updates, including enrolling in product-specific training based on client requirements or recommendations.
• Partner with team leaders to brainstorm training themes and identify learning needs.
• Update job knowledge through self-learning opportunities and personal network maintenance.

What Success Looks Like

• Process: No. of cases resolved per day, compliance to process and quality standards, meeting process-level SLAs, Pulse score, and customer feedback.
• Self-Management: Productivity, efficiency, absenteeism, training hours, and number of technical trainings completed.

Benefits

• Full range of medical and dental benefits options
• Disability insurance
• Paid time off (inclusive of sick leave)
• Other paid and unpaid leave options