Wipro is hiring Technical Lead 2023 in Dhaka
Job Responsibilities:
- Review performance dashboard and the scores for the team
- Support the team in improving performance parameters byproviding technical support and process guidance
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
- Ensure standard processes and procedures are followed to resolveall client queries
- Resolve client queries as per the SLA’s defined in thecontract
- Develop understanding of process/ product for the team membersto facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends toprevent future problems
- Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
- Ensure all product information and disclosures are given toclients before and after the call/email requests
- Avoids legal challenges by monitoring compliance with serviceagreements
- Manage and resolve technical roadblocks/ escalations as per SLAand quality requirements
- If unable to resolve the issues, timely escalate the issues toTA & SES
- Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions
- Troubleshoot all client queries in a user-friendly, courteousand professional manner
- Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business
- Organize ideas and effectively communicate oral messagesappropriate to listeners and situations
- Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract SLA’s
- Mentor and guide Production Specialists on improving technicalknowledge
- Collate trainings to be conducted as triage to bridge the skillgaps identified through interviews with the Production Specialist
- Develop and conduct trainings (Triages) within products forproduction specialist as per target
- Inform client about the triages being conducted
- Undertake product trainings to stay current with productfeatures, changes and updates
- Enroll in product specific and any other trainings per clientrequirements/recommendations
- Identify and document most common problems and recommendappropriate resolutions to the team
- Update job knowledge by participating in self learningopportunities and maintaining personal networks
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 over 250,000 employees and business partners across 66 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.
Location:
BangladeshBenefits
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Eligibilities
- Process Knowledge – Knowledge of assigned process, tools andsystems – Competent
- Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.
- Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.
- applies the competency in all situations and is serves as a guide toothers as well.
- Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization.
For Further Queries
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