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    Technical Lead - Sunnyvale, United States - Wipro

    Wipro
    Wipro Sunnyvale, United States

    2 weeks ago

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    Description

    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.

    We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses.

    A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries.

    We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.

    • A PROUD HISTORY OF OVER 75 YEARS

    • FY22 REVENUE 10.4 BN USD

    • WE'RE PRESENT IN 66 COUNTRIES

    • OVER 1,400 ACTIVE GLOBAL CLIENTS

    Role Purpose

    The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists.

    Do

    1. Oversee and support process by reviewing daily transactions on performance parameters
      1. Review performance dashboard and the scores for the team
      2. Support the team in improving performance parameters by providing technical support and process guidance
      3. Record, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutions
      4. Ensure standard processes and procedures are followed to resolve all client queries
      5. Resolve client queries as per the SLA's defined in the contract
      6. Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting
      7. Document and analyze call logs to spot most occurring trends to prevent future problems
      8. Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
      9. Ensure all product information and disclosures are given to clients before and after the call/email requests
      10. Avoids legal challenges by monitoring compliance with service agreements
    2. Handle technical escalations through effective diagnosis and troubleshooting of client queries
      1. Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements
      2. If unable to resolve the issues, timely escalate the issues to TA & SES
      3. Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
      4. Troubleshoot all client queries in a user-friendly, courteous and professional manner
      5. Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business
      6. Organize ideas and effectively communicate oral messages appropriate to listeners and situations
      7. Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA's
    3. Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
      1. Mentor and guide Production Specialists on improving technical knowledge
      2. Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
      3. Develop and conduct trainings (Triages) within products for production specialist as per target
      4. Inform client about the triages being conducted
      5. Undertake product trainings to stay current with product features, changes and updates
      6. Enroll in product specific and any other trainings per client requirements/recommendations
      7. Identify and document most common problems and recommend appropriate resolutions to the team
      8. Update job knowledge by participating in self learning opportunities and maintaining personal networks
    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.

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