Enter a job title or keyword
Technical Writer
Job Location:
Monthly Salary:
Posted:
4 September 2026 (30+ days ago)
Posted:
Application Deadline:
23 December 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Wipro Limited (NYSE: WIT BSE: 507685 NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting design engineering and operations we help clients realize their boldest ambitions and build future-ready sustainable businesses. With over 230000 employees and business partners across 65 countries we deliver on the promise of helping our customers colleagues and communities thrive in an ever-changing world. For additional information visit us at .
Job Description
Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
Do
- Support process by managing transactions as per required quality standards
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
- Document all pertinent end user identification information including name department contact information and nature of problem or issue
- Update own availability in the RAVE system to ensure productivity of the process
- Record track and document all queries received problem-solving steps taken and total successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all client queries
- Resolve client queries as per the SLAÃÂÃÂÃÂs defined in the contract
- Access and maintain internal knowledge bases resources and frequently asked questions to aid in and provide effective problem resolution to clients
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Maintain and update self-help documents for customers to speed up resolution time
- 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 complying with service agreements
- Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customersÃÂÃÂÃÂ and clientsÃÂÃÂÃÂ 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 /SLAs
- Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
Deliver
| No | Performance Parameter | Measure |
| 1 | Process | No. of cases resolved per day compliance to process and quality standards meeting process level SLAs Pulse score Customer feedback |
| 2 | Self- Management | Productivity efficiency absenteeism Training Hours No of technical training completed |
Technical Writer Job description:
Four plus years technical writingexperience in writing publishing and maintaining documentation. It can range from making small edits to existing content to creating entirely new spaces and pages. Need someone who excels at handling multiple projects and has the technical know-how to liaise with SMEs to create SOPs knowledge base articles policies procedures and flowcharts.
Shift: Flexible working in24*7
High Level Responsibilities:
- Create high-quality Technical documentation
- Work with SMEs to identify content gaps.
- Use a suite of internal tools to draft develop and publish content.
- Administer user experience surveys/studies to measure satisfaction
Expected Experience:
- Excellent writing organizational interpersonal and communication skills
- Knowledge and proficiency in process workflows and process understanding
- Understand documentation process and lifecycle
- Understand project norms and metrics
- Ability to handle basic graphics for documents
- Self-motivated and flexible
- Ability to work both independently and as part of the technical publications team
- Passion for excellence and quality
- Patience and strong attention to detail
- Ability to write according to style guide.
Tools: Confluence Google Docs and Buganizer/any bug tracking tool
Mandatory Skills: Geographic Information Systems(Maps). Experience: 3-5 Years. Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them we need people inspired by reinvention. Of yourself your career and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.About Company
As a global leader, Wipro blends consulting and AI expertise across design, engineering and operations to accelerate business transformation and deliver future-ready technology.
