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Technical Support Associate

1 week ago

Manila, National Capital Region, Philippines Wipro Technologies Full time

Welcome to Wipro Technologies, where we empower our employees to deliver exceptional customer experiences through our help desk services.

About Us

At Wipro, we are committed to creating a workplace where technology and innovation meet. Our team of experts is dedicated to delivering exceptional customer experiences through our help desk services.

As a leading technology services and consulting company, we have over 230,000 employees and business partners across 65 countries. Our holistic portfolio of capabilities in consulting, design, engineering, and operations helps us deliver innovative solutions that address our clients' most complex digital transformation needs.

Job Description

The purpose of this role is to be the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end-user issues in line with Wipro's Service Desk objectives.

  1. Respond to queries from all calls, portal, emails, chats from the client in a timely and professional manner.
  2. Become familiar with each client and their respective applications/processes to provide efficient solutions.
  3. Learn fundamental operations of commonly-used software, hardware, and other equipment to troubleshoot issues effectively.
  4. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software.
  5. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits.
  6. Manage all queries or escalate if not resolved as per the defined helpdesk policies and framework.

Responsibilities

  • Record events and problems and their resolution in logs.
  • Follow-up and update customer status and information.
  • Pass on any feedback, suggestions, escalations by customers to the appropriate internal team.
  • Identify and suggest improvements on processes, procedures, etc.

Requirements

  • Candidates must have excellent communication skills and be able to work in a fast-paced environment.
  • Knowledge of computer systems, software applications, and hardware is essential.
  • Ability to work independently and as part of a team.
  • Strong problem-solving skills and attention to detail.

Benefits

We offer a competitive salary package, opportunities for growth and development, and a supportive work environment. We are an equal opportunities employer and welcome applications from qualified candidates regardless of their background or disability status.