Wipro Technologies
Technical Lead
Wipro Technologies, Northville, Michigan, United States, 48167
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs.We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses.A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries.We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.A PROUD HISTORY OF OVER 75 YEARSUSD 11.3 BN FY23 REVENUEWE’RE PRESENT IN 66 COUNTRIESOVER 250,000 DEDICATED EMPLOYEESOVER 1,400 ACTIVE GLOBAL CLIENTSWipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.Role PurposeThe 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.ResponsibilitiesOversee and support process by reviewing daily transactions on performance parameters
Review performance dashboard and the scores for the teamSupport the team in improving performance parameters by providing technical support and process guidanceRecord, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutionsEnsure standard processes and procedures are followed to resolve all client queriesResolve client queries as per the SLA’s defined in the contractDevelop understanding of process/product for the team members to facilitate better client interaction and troubleshootingDocument and analyze call logs to spot most occurring trends to prevent future problemsIdentify red flags and escalate serious client issues to Team leader in cases of untimely resolutionEnsure all product information and disclosures are given to clients before and after the call/email requestsAvoid 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 requirementsIf unable to resolve the issues, timely escalate the issues to TA & SESProvide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutionsTroubleshoot all client queries in a user-friendly, courteous and professional mannerOffer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ businessOrganize ideas and effectively communicate oral messages appropriate to listeners and situationsFollow up and make scheduled call backs 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 knowledgeCollate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production SpecialistDevelop and conduct trainings (Triages) within products for production specialist as per targetInform client about the triages being conductedUndertake product trainings to stay current with product features, changes and updatesEnroll in product specific and any other trainings per client requirements/recommendationsIdentify and document most common problems and recommend appropriate resolutions to the teamUpdate job knowledge by participating in self-learning opportunities and maintaining personal networks
The potential compensation for this role is based on labor costs in local markets, as well as the job-related skills, knowledge, and experience of the candidate. Expected base pay for this role ranges from [120,000] to [$180,000]. Based on the position, the role is also eligible for Wipro’s standard benefits and additional compensation offerings, including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options as well as potential incentive or variable compensation.
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Review performance dashboard and the scores for the teamSupport the team in improving performance parameters by providing technical support and process guidanceRecord, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutionsEnsure standard processes and procedures are followed to resolve all client queriesResolve client queries as per the SLA’s defined in the contractDevelop understanding of process/product for the team members to facilitate better client interaction and troubleshootingDocument and analyze call logs to spot most occurring trends to prevent future problemsIdentify red flags and escalate serious client issues to Team leader in cases of untimely resolutionEnsure all product information and disclosures are given to clients before and after the call/email requestsAvoid 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 requirementsIf unable to resolve the issues, timely escalate the issues to TA & SESProvide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutionsTroubleshoot all client queries in a user-friendly, courteous and professional mannerOffer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ businessOrganize ideas and effectively communicate oral messages appropriate to listeners and situationsFollow up and make scheduled call backs 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 knowledgeCollate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production SpecialistDevelop and conduct trainings (Triages) within products for production specialist as per targetInform client about the triages being conductedUndertake product trainings to stay current with product features, changes and updatesEnroll in product specific and any other trainings per client requirements/recommendationsIdentify and document most common problems and recommend appropriate resolutions to the teamUpdate job knowledge by participating in self-learning opportunities and maintaining personal networks
The potential compensation for this role is based on labor costs in local markets, as well as the job-related skills, knowledge, and experience of the candidate. Expected base pay for this role ranges from [120,000] to [$180,000]. Based on the position, the role is also eligible for Wipro’s standard benefits and additional compensation offerings, including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options as well as potential incentive or variable compensation.
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