We are seeking a proactive and detail-oriented Technical Support – Non-Voice professional to join Wipro's Service Desk team. This role will act as the first point of contact for B2B clients, addressing support queries via chat, email, and ticketing tools in a fast-paced IT support environment.
To deliver high-quality technical and non-technical support for end users, resolve client-reported incidents, and ensure Service Level Agreement (SLA) and Turnaround Time (TAT) adherence.
🛠️ Key Responsibilities:
Primary Customer Support
Handle B2B support queries via call, email, chat, and service portal.
Troubleshoot and guide users for software, hardware, and system access issues.
Follow standard operating procedures and maintain accurate ticket logs.
Meet SLA targets and maintain user satisfaction metrics.
Client Familiarity & Query Resolution
Understand client applications and business processes.
Record problems and resolution steps accurately for MIS purposes.
Escalate unresolved issues as per defined protocols.
Communication & Coordination
Maintain detailed follow-up with users on ticket status and resolution.
Provide feedback, observations, and user concerns to internal teams.
Suggest improvements to support workflows and documentation practices.
