Job Description

Role Purpose

As a vital member of the Wipro Technologies team, the purpose of this role is to enhance operational efficiency and drive success within the organization by supporting the daily performance of Production Specialists. This includes resolving technical escalations and fostering the technical development of team members. Your contributions will ensure that high-quality service is delivered to our clients consistently and that our team is empowered with the necessary skills and knowledge to perform effectively. You will play a crucial role in shaping a dynamic work environment, striving for continuous improvement and excellence in service delivery. You will also be responsible for collaborating with various teams to enhance communication and streamline processes for greater impact.
 

Job Role

Mandatory Skills-

• Proficient in SQL with hands-on experience in querying and data manipulation
• Solid understanding of Linux shell scripting for process automation
• Extensive experience with ETL processes and tools
• Superior communication skills to effectively collaborate with stakeholders across different departments
• Demonstrated problem-solving abilities to analyze and address complex issues swiftly

• Key Responsibilities include but are not limited to:
  • Monitoring daily transactions and evaluating team performance against established parameters
  • Providing ongoing technical support and guidance to enhance process compliance and efficiency
  • Keeping detailed records of client interactions, resolutions, and the steps taken to resolve issues
  • Ensuring established protocols are strictly adhered to for effective and efficient query resolution
  • Proactively identifying areas for improvement to prevent potential issues leading to client dissatisfaction
  • Communicating product information and corrective measures effectively to clients
  • Maintaining compliance with service agreements to mitigate potential risks

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• Address technical escalations through effective troubleshooting and diagnostics of client queries
  • Manage and resolve technical challenges and escalations while satisfying SLA and quality standards
  • Timely escalation of unresolved issues to appropriate teams such as TA & SES
  • Deliver product support to clients by performing thorough diagnosis and guiding users to solutions
  • Troubleshoot client queries with a focus on user experience and professionalism
  • Provide alternative solutions to retain client loyalty and satisfaction
  • Skillfully convey ideas and adjust communication for various audiences
  • Conduct follow-ups and organize scheduled callbacks to ensure feedback compliance with contract SLAs

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Deliverables