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Technical Lead - L1( Contract )
5-9 years
₹ 8 - 34L/yr (AmbitionBox estimate)
Mumbai
Technical Lead - L1( Contract )
Wipro
posted 11hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists.
Do
- Oversee and support process by reviewing daily transactions on performance parameters
- Review performance dashboard and the 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 SLAs defined in the contract
- Develop understanding of process/ product for the team members 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 escalate serious client issues to Team leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Avoids 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 escalate the issues to TA & SES
- Provide product support and resolution to clients by performing a question diagnosis while 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) with the objective of retaining customers and clients business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs
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 specialist 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 any 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
Deliver /No. Performance Parameter / Measure
Employment Type: Full Time, Permanent
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Rating based on 1.2k Technical Lead
reviews
Anonymous · Hardware
in Hyderabad/Secunderabad
Nothing much compare domain specific company. Better not to join.
Wipro is not an option, if you really want to thrive in your career. Nobody will care about your interest/experience of work. They just need headcount in the account that will generate revenue. if you are not related to work profile also They'll ask you to work in unrelated account and squeeze money out of your hardwork from clients...Read More
Read 1.2k reviewsTechnical Lead salary at Wipro
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Wipro Benefits
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