Wipro is looking for a Technical Lead to support process delivery by ensuring the daily performance of Production Specialists, resolve technical escalations, and develop technical capability within the team. Inspired by reinvention, Wipro empowers you to design your own reinvention as an end-to-end digital transformation partner.
What You'll Do
- Oversee and support the 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 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 the team's understanding of the process/product to facilitate better client interaction and troubleshooting.
- Document and analyze call logs to spot recurring trends to prevent future problems.
- Identify red flags and escalate serious client issues to the Team leader when resolution is untimely.
- Ensure all product information and disclosures are given to clients before and after 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 issues, escalate them timely to TA & SES.
- Provide product support and resolution to clients by performing 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 with the objective of retaining customers and client business.
- Organize ideas and communicate oral messages appropriately to listeners and situations.
- Follow up and make scheduled callbacks to customers to record feedback and ensure compliance with contract SLAs.
- Build people capability to ensure operational excellence and maintain superior customer service levels.
- Mentor and guide Production Specialists on improving technical knowledge.
- Collate trainings to be conducted as triage to bridge identified skill gaps.
- Develop and conduct trainings (Triages) within products for production specialists as per target.
- Inform clients 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.
What We're Looking For
- Expert knowledge of SwiftUI.
- 5-8 years of relevant professional experience.
Technical Stack
- SwiftUI
Team & Environment
You will lead Production Specialists and report to a Team leader.
Benefits & Compensation
- Salary range: $60,000 to $148,500.
- Full range of medical and dental benefits options.
- Disability insurance.
- Paid time off, inclusive of sick leave.
- Other paid and unpaid leave options.
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.
