Wipro Hiring Associate L1 in Hyderabad | GIS Support

Associate L1

Wipro Limited is a technology services and consulting company focused on delivering solutions for digital transformation needs across industries. The role is responsible for providing technical support to clients and resolving issues directly or through timely escalation while meeting defined SLAs.

Key Responsibilities

• Manage support transactions in line with required quality standards.
• Handle incoming client requests through phone calls and emails in a professional manner.
• Record user details, issue descriptions, troubleshooting steps, and resolution status accurately.
• Follow standard processes and procedures to resolve customer queries within SLA timelines.
• Access internal knowledge bases and FAQs to support effective issue resolution.
• Identify product details and provide troubleshooting guidance to clients.
• Maintain call logs and analyze recurring trends to help prevent future issues.
• Create and update self-help documentation for customers.
• Escalate unresolved or critical client issues to the team leader when required.
• Provide clear product information and required disclosures before and after support interactions.

Customer Support Activities

• Deliver customer service through effective diagnosis and troubleshooting of client queries.
• Guide users through step-by-step resolutions and product navigation.
• Troubleshoot issues in a user-friendly and professional manner.
• Process and record incoming calls and emails using designated tracking tools.
• Offer alternate solutions where appropriate to help retain customer business.
• Follow up with customers to collect feedback and ensure SLA compliance.

Training and Development

• Participate in product training sessions to stay updated with changes and new features.
• Complete client-specific and technical training programs as required.
• Work with team leaders to identify learning themes and improvement areas.
• Continue self-learning and knowledge enhancement activities.

Mandatory Skill

Geographic Information Systems (Maps)