Technical Support Specialist

4 weeks ago

Toronto, Ontario, Canada Wipro Full time

Process Overview


The Technical Support Specialist will play a vital role in providing exceptional technical support to clients, ensuring timely resolution of issues and meeting process SLAs. Key responsibilities include managing transactions, fielding client queries, and documenting all pertinent information. Effective communication and problem-solving skills are essential in this role.



Key Responsibilities

  • Manage transactions as per required quality standards
  • Field client queries via telephone and/or email in a courteous manner
  • Document all pertinent end-user identification information
  • Update own availability in the RAVE system to ensure productivity
  • Record, track, and document all queries received and resolutions
  • Follow standard processes and procedures to resolve client queries
  • Access and maintain internal knowledge bases and resources
  • Identify and learn product details to facilitate better client interaction
  • Document and analyze call logs to spot trends and prevent future problems
  • Maintain and update self-help documents for customers
  • Evaluate and escalate serious client issues to Team leaders
  • Deliver excellent customer service through effective diagnosis and troubleshooting
  • Provide product support and resolution to clients
  • Troubleshoot client queries in a user-friendly and professional manner
  • Maintain logs and records of all customer queries
  • Accurately process and record all incoming calls and emails
  • Offer alternative solutions to clients to retain their business
  • Build capability to ensure operational excellence and maintain superior customer service levels
  • Participate in product trainings to stay current with product features and updates


Requirements

The ideal candidate will possess excellent communication and problem-solving skills, with the ability to work under pressure and meet deadlines. A strong understanding of the retail banking industry and the ability to learn product details quickly is essential. The candidate will also have the ability to work effectively in a team environment and demonstrate a commitment to delivering excellent customer service.



Competencies

  • Process Knowledge

    • Knowledge of assigned process, tools, and systems
    • Foundation to Competent Competency Levels
    • Fountain Knowledgeable about the competency requirements
    • Demonstrates (in parts) frequently with minimal support and guidance
    • Competent Consistently demonstrates the full range of the competency without guidance
    • Expert Applies the competency in all situations and is serves as a guide to others as well
    • Master Coaches others and builds organizational capability in the competency area

  • Behavioral Competencies

    • Collaborative working
    • Problem solving and decision making
    • Attention to Detail
    • Execution Excellence
    • Client (Internal) Centricity
    • Effective Communication
    • Deliver

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