Technical Support Lead

Job Description

About the Company

Wipro is an end-to-end digital transformation partner focused on reinvention. They are building a modern Wipro, aiming to constantly evolve their business and industry. The company seeks individuals inspired by reinvention of themselves, their careers, and their skills, offering a purpose-driven environment that empowers employees to design their own reinvention and realize their ambitions. Wipro explicitly welcomes applications from people with disabilities.

Job Description

The role serves a crucial function in supporting process delivery, focusing on maintaining and enhancing the daily performance of Production Specialists. This involves resolving technical escalations and developing technical capabilities within the team.

Key Responsibilities:

• Process Oversight and Support:
• Oversee and support daily process delivery by reviewing transactions against performance parameters.
• Analyze performance dashboards and team scores.
• Provide essential technical support and process guidance to help the team improve performance.
• Document, track, and record all received queries, troubleshooting steps, and resolution outcomes (successful/unsuccessful).
• Ensure strict adherence to standard processes and procedures for resolving client queries.
• Resolve client queries in alignment with defined SLA’s (Service Level Agreements).
• Develop the team’s understanding of processes and products to facilitate better client interaction and troubleshooting.
• Analyze call logs to identify recurring trends, aiming to prevent future problems.
• Identify and escalate serious client issues (red flags) to the Team Leader if resolutions are not timely.
• Ensure all necessary product information and disclosures are provided to clients before and after call/email requests.
• Monitor compliance with service agreements to prevent legal challenges.

• Technical Escalation Management:
• Handle technical escalations through effective diagnosis and troubleshooting of client queries.
• Manage and resolve technical roadblocks/escalations adhering to SLA and quality requirements.
• Timely escalate issues to Technical Architects (TA) and Subject Matter Experts (SES) if personal resolution is not possible.
• Provide product support and resolutions by diagnosing questions and guiding users through step-by-step solutions.
• Troubleshoot all client queries in a user-friendly, courteous, and professional manner.
• Offer alternative solutions to clients when appropriate, with the goal of retaining customer and client business.
• Organize ideas and communicate oral messages effectively, tailored to the audience and situation.
• Follow up with customers via scheduled call-backs to record feedback and ensure compliance with contract SLA’s.

• Capability Building and Training:
• Build people capability to ensure operational excellence and maintain superior customer service levels for existing accounts/clients.
• Mentor and guide Production Specialists to enhance their technical knowledge.
• Collate training requirements (“triages”) to bridge skill gaps identified through interviews with Production Specialists.
• Develop and conduct product-specific trainings (Triages) for Production Specialists as per targets.
• Inform clients about the triages being conducted.
• Undertake product trainings to stay current with product features, changes, and updates.
• Enroll in product-specific and other recommended trainings per client requirements.
• Identify and document the most common problems and recommend appropriate resolutions to the team.
• Continuously update job knowledge through self-learning opportunities and maintaining professional networks.

Key Performance Indicators (Deliverables):

1. Process: Measured by the number of cases resolved per day, compliance with process and quality standards, meeting process level SLAs, Pulse score, customer feedback, and NSAT/ESAT (Net Promoter Score/Employee Satisfaction).
2. Team Management: Measured by productivity, efficiency, and absenteeism.
3. Capability Development: Measured by triages completed and technical test performance.

Mandatory Skills:

• C++ Application Programming

Experience:

• 5-8 Years