Technical Support Specialist/Data Ops- Philadelphia

Wipro•Philadelphia, PA

About The Position

The Data Collection Operator delivers a high-quality participant experience while accurately collecting, validating, and processing data according to established Standard Operating Procedures (SOPs). The role requires attention to detail, professionalism, technical troubleshooting skills, and efficiency in a fast-paced environment. Operators are expected to maintain quality standards, protect confidential information, follow processes, act with urgency, and represent the client and Wipro professionally. The position handles customer support requests received by telephone and email, documents and tracks issues and resolutions, troubleshoots product questions, and escalates serious issues when needed. It also includes maintaining knowledge of product features and updates, completing required training, and meeting quality, productivity, service-level, and customer-feedback measures.

Requirements

Geographic Information Systems (Maps) skills.
Strong attention to detail, professionalism, and technical troubleshooting skills.
Ability to work efficiently in a fast-paced environment while maintaining quality standards.
Ability to safeguard confidential information and follow established processes.
Dependability, punctuality, customer focus, and ability to identify and escalate issues quickly.
Effective oral communication and customer-service skills.

Responsibilities

Manage transactions according to required quality standards and established processes.
Respond courteously to incoming client help requests by telephone and email.
Record relevant end-user identification and issue details, and track queries, troubleshooting steps, and resolutions.
Update availability in the RAVE system and follow standard procedures to resolve queries within contract SLAs.
Use internal knowledge bases, resources, and FAQs to support effective problem resolution.
Identify product details that support client interactions and troubleshooting.
Review call logs for recurring trends and maintain customer self-help documentation.
Escalate serious issues to the team leader when resolution is untimely.
Provide clients with product information and disclosures before and after calls or email requests, and comply with service agreements.
Diagnose and troubleshoot client queries, guide users through step-by-step solutions, and help them navigate product features.
Maintain customer query records and accurately log incoming calls and emails in designated tracking software.
Offer alternative solutions where appropriate to retain customers and clients.
Communicate clearly and appropriately with different audiences and situations.
Make scheduled customer callbacks to collect feedback and ensure compliance with contract SLAs.
Complete product and other required training to stay current with product features, changes, and updates.
Work with team leaders to identify training themes and learning issues.
Maintain job knowledge through self-directed learning and professional networks.
Meet operational measures including cases resolved, process and quality compliance, SLAs, productivity, efficiency, attendance, training hours, and customer feedback.