Technical Support Specialist/Data Ops

At Wipro Limited, this onsite Technical Support Specialist/Data Ops role supports process-driven transactions and helps ensure client issues are resolved within required service timelines. You will handle incoming requests, troubleshoot questions, document outcomes, and escalate serious cases when they cannot be resolved within the agreed SLAs.

Role purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Responsibilities

• Support the process by managing transactions according to required quality standards
• Field incoming help requests from clients via telephone and/or email in a courteous manner
• Document end user identification details, including name, department, contact information, and the nature of the problem or issue
• Update your availability in the RAVE system to help maintain productivity
• Record, track, and document each query, including problem-solving steps and successful and unsuccessful resolutions
• Follow standard processes and procedures to resolve client queries
• Resolve client queries according to the SLAs defined in the contract
• Use and maintain internal knowledge bases, resources, and frequently asked questions to support effective resolution
• Identify and learn relevant product details to improve client interaction and troubleshooting
• Document and analyze call logs to recognize recurring trends and help prevent future problems
• Maintain and update customer self-help documents to improve resolution speed
• Identify red flags and escalate serious issues to the team leader when resolution is delayed
• Ensure all required product information and disclosures are provided to clients before and after call/email requests
• Avoid legal challenges by complying with service agreements
• Deliver excellent customer service through diagnosis and troubleshooting
• Support product use by guiding users through step-by-step solutions
• Assist clients in navigating product menus and understanding product features
• Maintain logs and records of all customer queries as per standard procedures and guidelines
• Accurately process and record incoming calls and emails using designated tracking software
• Offer alternative solutions where appropriate, with the goal of retaining customers and business
• Organize ideas and communicate oral messages effectively for different listeners and situations
• Follow up and schedule call backs to capture feedback and support compliance to contract/SLAs
• Build capability to support operational excellence and maintain strong customer service for the existing account/client
• Participate in product training to stay current with features, changes, and updates
• Enroll in product-specific training and other trainings based on client requirements or recommendations
• Partner with team leaders to brainstorm training themes and learning needs
• Update job knowledge through self-learning and maintaining personal networks

Requirements

• Mandatory Skills: Geographic Information Systems (Maps)

Technologies

• RAVE

Performance parameters

• No. of cases resolved per day
• Compliance to process and quality standards
• Meeting process level SLAs
• Pulse score
• Customer feedback
• Productivity, efficiency, absenteeism
• Training hours
• No. of technical training 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

Location: Philadelphia, PA (onsite)
Salary: USD 25,000 - 50,000 per year