Desktop Support lead

Wipro

Jefferson City, Missouri, United States

Jefferson City, Missouri, United States

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Overview The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists to resolve technical escalations and grow the technical capability of the team. Responsibilities Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and 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 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 escape serious client issues to Team Leader when resolution is untimely 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 elevate to TA & SES Provide product support and resolution to clients by diagnosing and 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) to retain customers’ and clients’ business Organize ideas and communicate effectively in oral messages appropriate to listeners and situations Follow up and schedule callbacks 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 Specialists 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 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 networks
Deliverables and Metrics Performance Parameters – Measure 1: Process – Number of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ESAT. Measure 2: Team Management – Productivity, efficiency, absenteeism. Measure 3: Capability Development – Triages completed, Technical Test performance. Mandatory Skills Infrastructure Support (Smart Ops) Experience 5–8 Years Compensation $65,000 – $75,000 (location will affect final compensation based on geographical location, minimum wage obligations, skills and relevant experience). Benefits Eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (including sick leave), other paid and unpaid leave options. EEO Statement Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.
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Jefferson City, Missouri, United States

Sprachkenntnisse

English

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