[ref. a9948018] Technical Lead - Torrance

Overview:

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.

• 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 CLIENTS

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

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

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.