Supervisor, Customer Service​/HelpDesk, HelpDesk​/Support

Supervisor

Job Description:

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

• Field incoming help requests from clients via telephone and email in a courteous manner.
• Document all pertinent end‑user identification information, including name, department, contact details and nature of the problem or issue.
• Update own availability in the RAVE system to ensure productivity of the process.
• Record, track, and document all queries received, problem‑solving steps taken, and outcomes.
• Follow standard processes and procedures to resolve all client queries.
• Resolve client queries as per the SLAs defined in the contract.
• Access and maintain internal knowledge bases, resources, and FAQs to aid in effective problem resolution.
• Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
• Document and analyze call logs to spot recurring trends and prevent future problems.
• Maintain and update self‑help documents for customers to speed up resolution time.
• Identify red flags and raise serious client issues to the team leader in cases of untimely resolution.
• Ensure all product information and disclosures are given to clients before and after the call/email requests.
• Comply with service agreements to avoid legal challenges.
• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
• Provide product support and resolution to clients by diagnosing questions and guiding users through step‑by‑step solutions.
• Assist clients with navigating product menus and facilitate better understanding of product features.
• Maintain logs and records of all customer queries as per standard procedures and guidelines.
• Accurately process and record all incoming calls and emails using the designated tracking software.
• Offer alternative solutions to clients (where appropriate) to retain customers and clients' business.
• Organize ideas and communicate oral messages appropriately to listeners and situations.
• Follow up and schedule callbacks to customers to record feedback and ensure compliance to contract/SLAs.
• Build capability to ensure operational excellence and maintain superior customer service levels for the existing account/client.
• Undertake product training to stay current with product features, changes, and updates.
• Enroll in product‑specific and other trainings per client requirements or recommendations.
• Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client.
• Update job knowledge by participating in self‑learning opportunities and maintaining personal networks.

Expected compensation ranges from $25,000 to $50,000, depending on geographic location, minimum wage obligations, skills, and relevant experience.

Eligible for Wipro’s standard benefits, including a full range of medical and dental options, disability insurance, paid time off (including sick leave), and other paid and unpaid leave options.

Mandatory

Skills:

Claims Processing.

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. Applications from veterans and people with disabilities are explicitly welcome.

Employment may be conditioned on successful completion of a post‑offer drug screening, subject to applicable state law.