What are the responsibilities and job description for the Senior Technical Support Specialist (US, Hybrid) position at Wipro Technologies?
Location: United States, Hybrid 3X/week at Client Office
*All positions are onsite roles and open to Atlanta (GA), Austin (TX), or Fremont (CA) and must reside within the country listed within this job description.
Salary: Up to $70,000 base 10% performance bonus (DOE & Geographic location)
A little bit about us:
AVT, a Wipro Company is an early-stage, mission-driven venture revolutionizing the way companies view IT productivity. We help our customers scale with next-generation application services that accelerate user productivity through enhanced automation and a highly personalized user experience. Our goal is to be a trusted partner, collaborating with customers to design and implement user-centric, technology-enabled support solutions at scale.
About the Role:
Applied Value Technologies is seeking a Senior Technical Support Specialist to assist in the delivery of our mission- and business-critical application services with internal customers. Reporting into the Product Operations team, our goal is to deliver excellent technical support with outstanding customer service, satisfaction, and timeliness. This position is part of the Operations department and requires a diverse and flexible skill set for supporting a wide range of applications within our client’s Commerce Engineering products portfolio. Candidates must be passionate about technology, live for amazing customer service, and thrive in a fast-paced environment.
Our clients are Fortune 100 technology companies, providing platforms that help connect people around the world. They share a core value of scaling their businesses by putting people first, and our team is dedicated to advancing this mission by focusing on customer needs above all else.
About You:
- Familiar with end-to-end Customer/IT support processes
- Adjusts easily to new or changing circumstances.
- A collaborative utility player mentality (low ego) with a proactive sense of curiosity
- Focuses on achieving results that promote business success.
- Demonstrate proactive and professional communication skills with all stakeholders and partners
- Maintain a professional, adaptable, and respectful manner
- Provide high quality service to all users
Responsibilities:
- Provide efficient support on product and integration issues, and ticket triaging.
- Follow detailed processes and workflows to support engineering teams.
- Support service Request Management.
- Support content creation, content update, and knowledge management.
- Solve basic admin, and configuration issues in SFDC.
- Rapidly diagnose, investigate, and resolve or troubleshoot issues and refine them into clear, concise communication and documentation.
- Communicate effectively with engineering teams to identify solutions to recurring product issues and improve on-the-ground engagement quality with cross-functional partners.
- Effectively and concisely communicate technical resolution, workarounds, or product confusion to bug reporters and/or engineering teams.
- Efficiently and effectively execute SOPs and develop and maintain the knowledge base.
Your Expertise:
- Bachelor’s degree in computer science, Business, or a similar area
- 3-5 years of hands-on technical application, product support, or business process experience.
- Familiarity with Salesforce - Service Cloud (some knowledge of Case Management, SOQL, LWC, read through Apex Code, Live Agents, and WhatsApp)
- Experience operating with SLAs in a client-facing role in a production support environment.
Nice to Have:
- Salesforce (Service Cloud) and Mulesoft qualified, certifications, etc.
- Experience in techno-functional Salesforce and Mulesoft integration in a hands-on support role
- Application development and ERP implementation experience.
We’ve got you covered:
- Competitive salary performance bonus
- Flexible time off
- Sick leave accrual
- Up to 100% employer - paid healthcare benefits (medical, dental, vision)
- 100% paid parental leave - up to 16 weeks (eligible after 1 year of employment)
- $1,200 Learning & development allowance (annually)
- $1,200 Health & Wellness allowance (annually)
- Employee referral program
- 401k match up to 4%
- 12 paid holidays annually
Applied Value is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Hiring is contingent on candidate verifying their eligibility to work in Singapore and passing a complete background check.
Salary : $70,000
