Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements
If unable to resolve the issues, timely escalate the issues to TA & SES
Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
Troubleshoot all client queries in a user-friendly, courteous and professional manner
Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
Organize ideas and effectively communicate oral messages appropriate to listeners and situations
Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s
Job Responsibilities
Mentor and guide Production Specialists on improving technical knowledge
Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
Develop and conduct trainings (Triages) within products for production specialist as per target
Inform client about the triages being conducted
Undertake product trainings to stay current with product features, changes and updates
Enroll in product specific and any other trainings per client requirements/recommendations
Identify and document most common problems and recommend appropriate resolutions to the team
Update job knowledge by participating in self learning opportunities and maintaining personal networks
Location
Bengaluru, Karnataka, India
About Company
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. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With nearly 245,000 employees and business partners across 65 countries, we deliver on the promise of helping our clients, colleagues, and communities thrive in an ever-changing world.
Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.