Wipro Hiring Associate in Mumbai, Technical Support Process

Job Description

Role Purpose

The purpose of this role is to provide effective technical support to the process and actively resolve client issues, either directly or through timely escalation, to meet process SLAs.

Key Responsibilities

Support the process by managing transactions to the required quality standards

• Handle incoming help requests from clients by phone and/or email in a courteous manner.
• Record end user details such as name, department, contact information and the nature of the problem.
• Update your availability in the RAVE system to keep the process productive.
• Record, track and document all queries, problem-solving steps taken and successful and unsuccessful resolutions.
• Follow standard processes and procedures to resolve client queries within the SLAs defined in the contract.
• Use internal knowledge bases, resources and FAQs to resolve issues effectively.
• Learn relevant product details to improve client interactions and troubleshooting.
• Analyze call logs to identify recurring trends and prevent future problems.
• Maintain and update self-help documents for customers to shorten resolution times.
• Identify red flags and escalate serious issues to the team leader when resolution is delayed.
• Make sure all product information and disclosures are shared with clients before and after calls or emails.
• Comply with service agreements to avoid legal challenges.

Deliver excellent customer service through effective diagnosis and troubleshooting

• Diagnose client queries and guide users through step-by-step solutions.
• Help clients navigate product menus and understand product features.
• Troubleshoot all queries in a friendly, courteous and professional manner.
• Keep logs and records of customer queries as per standard procedures.
• Process and record all incoming calls and emails using the designated tracking software.
• Offer alternative solutions where appropriate to retain customers and their business.
• Communicate clearly and appropriately with listeners in each situation.
• Follow up with scheduled call backs to record feedback and ensure compliance with contract SLAs.

Build capability to ensure operational excellence and maintain high service levels for the account

• Complete product trainings to stay current with features, changes and updates.
• Enroll in product-specific and other trainings as required or recommended by the client.
• Work with team leaders to identify training themes and learning gaps that improve client service.
• Keep your job knowledge current through self-learning and professional networks.

Performance Measures

Performance is measured on process parameters, including cases resolved per day, compliance with process and quality standards, meeting process-level SLAs, Pulse score and customer feedback. Self-management is measured on productivity, efficiency, absenteeism, training hours and technical training completed.

Wipro is building a modern company as an end-to-end digital transformation partner. We look for people who are inspired to reinvent themselves, their careers and their skills, and who help the business keep evolving with its industry.