TECHNICAL LEAD
Company: Wipro Technologies
Location: Torrance
Posted on: October 23, 2024
Job 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.
Scroll down to find an indepth overview of this job, and what is
expected of candidates Make an application by clicking on the Apply
button.
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
- USD 11.3 BN FY23 REVENUE
- WE'RE PRESENT IN 66 COUNTRIES
- OVER 250,000 DEDICATED EMPLOYEES
- OVER 1,400 ACTIVE GLOBAL CLIENTSWipro 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.General
Responsibilities and Requirements
- Oversee and support process by reviewing daily transactions on
performance parameters
- Review performance dashboard and the scores for the team
- Support the team in improving performance parameters by
providing 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
resolve all client queries
- Resolve client queries as per the SLA's defined in the
contract
- Develop understanding of process/product for the team members
to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to
prevent future problems
- Identify red flags and escalate serious client issues to Team
leader in cases of untimely resolution
- Ensure all product information and disclosures are given to
clients before and after the call/email requests
- Avoid legal challenges by monitoring compliance with service
agreements
- Handle technical escalations through effective diagnosis and
troubleshooting of client queries
- 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
- Build people capability to ensure operational excellence and
maintain superior customer service levels of the existing
account/client
- 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 networksCompensation: The
potential compensation for this role is based on labor costs in
local markets, as well as the job-related skills, knowledge, and
experience of the candidate. Expected base pay for this role ranges
from [$80,000] to [$150,000]. Based on the position, the role is
also eligible for Wipro's standard benefits and additional
compensation offerings, including a full range of medical and
dental benefits options, disability insurance, paid time off
(inclusive of sick leave), other paid and unpaid leave options as
well as potential incentive or variable compensation.
#J-18808-Ljbffr
Keywords: Wipro Technologies, Malibu , TECHNICAL LEAD, IT / Software / Systems , Torrance, California
Didn't find what you're looking for? Search again!
Loading more jobs...