Technical Support Specialist/Data Collection (Pittsburgh)

Wipro•Pittsburgh, PA

About The Position

The Technical Support Specialist/Data Collection provides effective technical support to a process by resolving client issues directly or escalating them promptly to meet service-level agreements (SLAs). The role manages support transactions according to quality standards, handles incoming client requests by phone and email, documents user and issue details, tracks queries and resolutions, and follows established procedures. It also involves diagnosing product questions, guiding users through step-by-step solutions, explaining product features, and maintaining accurate records in designated tracking systems. The specialist identifies recurring issues, updates self-help materials, follows up with customers, and escalates serious or unresolved concerns. Ongoing product training and collaboration with team leaders support operational excellence and customer service.

Responsibilities

Manage support transactions in accordance with required quality standards and process procedures.
Respond courteously to incoming client requests by telephone and email.
Record relevant client identification and issue information, and track queries, troubleshooting steps, and resolution outcomes.
Keep availability updated in the RAVE system to support process productivity.
Resolve client queries within contract-defined SLAs and escalate serious issues or untimely resolutions to the Team Leader.
Use internal knowledge bases, resources, and FAQs to resolve client issues effectively.
Learn product details and provide product support, troubleshooting, and step-by-step guidance to users.
Help clients navigate product menus and understand product features.
Analyze call logs to identify recurring trends and help prevent future problems.
Maintain and update customer self-help documents to improve resolution times.
Provide required product information and disclosures before and after calls or email requests, and comply with service agreements.
Accurately process and record incoming calls and emails using designated tracking software.
Offer alternative solutions where appropriate to retain customer and client business.
Communicate clearly and professionally, adapting oral messages to listeners and situations.
Make scheduled customer callbacks to record feedback and verify compliance with contracts and SLAs.
Complete product and other required training, maintain product knowledge, and participate in self-learning.
Partner with team leaders to identify training themes and learning needs.
Meet performance expectations for case resolution, process and quality compliance, SLAs, customer feedback, productivity, efficiency, attendance, and training.