Wipro · 3 days ago
Technical Lead L1
Minneapolis, MN
Full-time
Onsite
Mid, Senior Level
$60K/yr - $135K/yr
5+ years expWipro is an end-to-end digital transformation partner seeking a Technical Lead L1 to support process delivery and enhance the technical capabilities of Production Specialists. This role involves overseeing daily performance, resolving technical escalations, and mentoring team members to maintain superior customer service levels.
ConsultingInformation ServicesInformation TechnologySoftware
Responsibilities
Oversee and support process by reviewing daily transactions on performance parameters
Review performance dashboard and the scores for the team
Support the team in improving performance parameters by providing technical support and process guidance
Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
Ensure standard processes and procedures are followed to resolve all client queries
Resolve client queries as per the SLA’s defined in the contract
Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends to prevent future problems
Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
Ensure all product information and disclosures are given to clients before and after the call/email requests
Avoids legal challenges by monitoring compliance with service agreements
Handle technical escalations through effective diagnosis and troubleshooting of client queries
Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements
If unable to resolve the issues, timely escalate the issues to TA & SES
Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
Troubleshoot all client queries in a user-friendly, courteous and professional manner
Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
Organize ideas and effectively communicate oral messages appropriate to listeners and situations
Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s
Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
Mentor and guide Production Specialists on improving technical knowledge
Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
Develop and conduct trainings (Triages) within products for production specialist as per target
Inform client about the triages being conducted
Undertake product trainings to stay current with product features, changes and updates
Enroll in product specific and any other trainings per client requirements/recommendations
Identify and document most common problems and recommend appropriate resolutions to the team
Update job knowledge by participating in self learning opportunities and maintaining personal networks
Performance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance
Qualification
Required
5-8 Years of experience
Ability to oversee and support process by reviewing daily transactions on performance parameters
Experience in supporting the team in improving performance parameters by providing technical support and process guidance
Ability to record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
Experience in ensuring standard processes and procedures are followed to resolve all client queries
Ability to resolve client queries as per the SLA's defined in the contract
Understanding of process/product for team members to facilitate better client interaction and troubleshooting
Experience in documenting and analyzing call logs to spot most occurring trends to prevent future problems
Ability to identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
Experience in ensuring all product information and disclosures are given to clients before and after the call/email requests
Ability to avoid legal challenges by monitoring compliance with service agreements
Experience in handling technical escalations through effective diagnosis and troubleshooting of client queries
Ability to manage and resolve technical roadblocks/escalations as per SLA and quality requirements
Experience in providing product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
Ability to troubleshoot all client queries in a user-friendly, courteous and professional manner
Experience in offering alternative solutions to clients with the objective of retaining customers' and clients' business
Ability to organize ideas and effectively communicate oral messages appropriate to listeners and situations
Experience in following up and making scheduled call backs to customers to record feedback and ensure compliance to contract SLA's
Ability to mentor and guide Production Specialists on improving technical knowledge
Experience in collating trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
Ability to develop and conduct trainings (Triages) within products for production specialist as per target
Experience in informing client about the triages being conducted
Ability to undertake product trainings to stay current with product features, changes and updates
Experience in enrolling in product specific and any other trainings per client requirements/recommendations
Ability to identify and document most common problems and recommend appropriate resolutions to the team
Experience in updating job knowledge by participating in self learning opportunities and maintaining personal networks
Benefits
Full range of medical and dental benefits options
Disability insurance
Paid time off (inclusive of sick leave)
Other paid and unpaid leave options
Company
Wipro
Wipro is a technology services and consulting company focused on building solutions that address clients’ digital transformation needs.
10001+ employees
H1B Sponsorship
Wipro has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2251)
2024 (2251)
2023 (2845)
2022 (2422)
2021 (2837)
2020 (2468)
Funding
Current Stage
Public CompanyTotal Funding
$2.29BKey Investors
Hasham TradersPremji InvestSociete Generale
2025-06-09Post Ipo Secondary· $590.71M
2024-11-08Post Ipo Secondary· $563.71M
2022-11-22Post Ipo Secondary· $31.65M
Leadership Team
Omkar Nisal
CEO, Europe and Member of Wipro Executive Board
Srini Pallia
CEO and Managing Director
Recent News
2026-01-06
Business Standard India
2026-01-06
Company data provided by crunchbase