Technical Support Specialist

4 weeks ago


Dalian, Liaoning, China Wipro Full time
Job Description

This role is responsible for providing exceptional customer service and technical support to B2B users. The successful candidate will be the first point of contact for Wipro Service Desk, handling inquiries and resolving issues in a timely and efficient manner.

Key Responsibilities:
  • Respond to queries from clients via phone, email, and chat
  • Provide primary user support and customer service
  • Familiarize yourself with each client's applications and processes
  • Learn fundamental operations of commonly-used software, hardware, and equipment
  • Accurately log all service desk tickets using defined tracking software
  • Maintain scorecards as per Service Level Agreement (SLA) and Turn-Around-Time (TAT)
  • Escalate unresolved issues as per defined helpdesk policies and framework
  • Regularly update customer status and information
Requirements:

To excel in this role, you should possess:

  • Excellent communication and interpersonal skills
  • Ability to work in a fast-paced environment
  • Strong problem-solving and analytical skills
  • Knowledge of process excellence and domain knowledge
  • Competency levels: Foundation, Competent, Expert
What We Offer:

As a Technical Support Specialist at Wipro, you can expect:

  • A competitive salary range of $60,000 - $80,000 per annum
  • A dynamic and supportive work environment
  • Ongoing training and development opportunities
  • Recognition and rewards for outstanding performance


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