About Wipro – Technical Support Services
Wipro Ltd. is a global leader in IT services and consulting, delivering innovative solutions that help businesses transform and thrive. Our technical support teams play a vital role in ensuring seamless customer experiences by resolving client issues efficiently and maintaining high-quality service standards.
This role is part of Wipro’s technical support operations based in Kolkata, focusing on providing timely assistance and troubleshooting for product-related queries, especially in billing and metering domains.
Role Overview: Technical Support Executive – Kolkata
Location: Kolkata, West Bengal, India
Shift Timing: Rotational shifts including night shifts (as per business requirement)
Employment Type: Full-time
As a Technical Support Executive, you will be responsible for delivering effective technical assistance to clients, ensuring prompt resolution of their issues while adhering to defined SLAs. This role requires excellent communication skills, problem-solving ability, and a strong commitment to customer satisfaction.
Objective of the Role
To provide high-quality technical support by managing client queries, resolving issues related to billing and metering, documenting interactions accurately, and escalating complex problems when necessary, ensuring smooth process operations and customer retention.
Key Responsibilities
- Handle incoming help requests from clients via phone and email courteously and professionally.
- Accurately document client information, issue details, troubleshooting steps, and resolutions.
- Resolve client queries in compliance with SLAs and internal quality standards.
- Access and utilize internal knowledge bases and FAQs to assist in problem resolution.
- Identify recurring issues through call log analysis and update self-help documents to prevent future problems.
- Escalate unresolved or critical issues promptly to team leads.
- Guide clients through product navigation and features to improve their understanding and usage.
- Maintain records of all customer interactions using designated tracking software.
- Offer alternative solutions where applicable to enhance customer satisfaction and retention.
- Participate in ongoing product and process training to stay updated with changes and improve support capabilities.
Required Qualifications
- Bachelor’s degree in any discipline.
- Basic understanding of billing, metering, or related technical concepts.
- Proficient in using MS Excel, Outlook, and general PC software.
- Strong verbal and written communication skills in English.
- Customer-focused with a courteous and patient attitude.
- Ability to multitask, prioritize, and work efficiently in a shift-based environment.
- Willingness to learn and adapt to changing business needs.
Preferred Qualifications
- Prior experience in customer service or technical support roles is a plus but not mandatory.
- Familiarity with CRM or ticketing systems.
- Knowledge of additional languages is advantageous.
Employee Benefits & Perks
- Competitive salary with performance incentives.
- Paid time off including holidays and sick leave.
- Health insurance and wellness programs.
- Structured onboarding and continuous learning opportunities.
- Career progression within Wipro’s global network.
- Supportive and inclusive work culture.
Work Environment
This is a full-time role based in Kolkata with rotational shifts, including night shifts and weekend work as needed. The position requires a customer-centric approach, flexibility, and strong coordination with internal teams to ensure timely resolution of client issues.
Why Join Wipro?
- Be part of a globally recognized IT leader.
- Work in a dynamic environment focused on customer satisfaction and innovation.
- Access comprehensive training and career development programs.
- Engage with diverse teams and cutting-edge technology solutions.
Application Process
- Review the full job description and ensure your skills align.
- Prepare and submit your updated resume.
- Shortlisted candidates will be contacted for assessments and interviews.
Apply Link – Click Here to Apply
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