Technical Support - Non Voice (2-3 Yrs) at Wipro Limited

Role Summary:
We are seeking a diligent and customer-focused Technical Support - Non Voice professional with 2-3 years of experience and a Master of Arts (M.A.) degree to join our team in Vishakhapatnam. In this role, you will be instrumental in providing exceptional technical assistance to our clients through non-voice channels, ensuring timely and effective resolution of their issues. You will leverage your analytical and communication skills to understand complex problems and deliver clear, concise solutions.

Key Responsibilities:
- Respond to customer technical inquiries and issues via email, chat, and ticketing systems, ensuring prompt and accurate resolutions.
- Troubleshoot and diagnose software and hardware problems, providing step-by-step guidance to users.
- Document all customer interactions, resolutions, and technical issues accurately in the CRM/ticketing system.
- Escalate complex or unresolved issues to appropriate internal teams or senior support staff, ensuring proper follow-up.
- Maintain a high level of customer satisfaction by providing professional and empathetic support.
- Stay updated with product knowledge and technical documentation to effectively address customer needs.
- Collaborate with cross-functional teams to identify recurring issues and contribute to product improvement.
- Adhere to company policies and procedures, including data privacy and security protocols.
- Assist in creating and updating knowledge base articles and support documentation.