Technical Lead

3 weeks ago


AlGhuwayriyah, Qatar Wipro Full time

• Oversee and support process byreviewing daily transactions on performance parameters •Review performance dashboard and the scores for the team •Support the team in improving performance parameters by providingtechnical support and process guidance • Record, track,and document all queries received, problem- solving steps taken andtotal successful and unsuccessful resolutions • Ensurestandard processes and procedures are followed to resolve allclient queries • Resolve client queries as per the SLA?sdefined in the contract • Develop understanding ofprocess/ product for the team members to facilitate better clientinteraction and troubleshooting • Document and analyzecall logs to spot most occurring trends to prevent future problems• Identify red flags and escalate serious client issues toTeam leader in cases of untimely resolution • Ensure allproduct information and disclosures are given to clients before andafter the call/email requests • Avoids legal challenges bymonitoring compliance with service agreements • Handletechnical escalations through effective diagnosis andtroubleshooting of client queries • Manage and resolvetechnical roadblocks/ escalations as per SLA and qualityrequirements • If unable to resolve the issues, timelyescalate the issues to TA & SES • Provide productsupport and resolution to clients by performing a questiondiagnosis while guiding users through step-by-step solutions• Troubleshoot all client queries in a user-friendly,courteous and professional manner • Offer alternativesolutions to clients (where appropriate) with the objective ofretaining customers? and clients? business • Organizeideas and effectively communicate oral messages appropriate tolisteners and situations • Follow up and make scheduledcall backs to customers to record feedback and ensure compliance tocontract SLA?s • Build people capability to ensureoperational excellence and maintain superior customer servicelevels of the existing account/client • Mentor and guideProduction Specialists on improving technical knowledge •Collate trainings to be conducted as triage to bridge the skillgaps identified through interviews with the Production Specialist• Develop and conduct trainings (Triages) within productsfor production specialist as per target • Inform clientabout the triages being conducted • Undertake producttrainings to stay current with product features, changes andupdates • Enroll in product specific and any othertrainings per client requirements/recommendations •Identify and document most common problems and recommendappropriate resolutions to the team • Update job knowledgeby participating in self learning opportunities and maintainingpersonal networks


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