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Technical Lead ITTech Call Center Support

6 months ago

Dukhan, Qatar Wipro Full time

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 SLA?s 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 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 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