Overview
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)
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Key Skills
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Education Requirements
- Bachelor's degree in any discipline
Eligible Batch Years
Wipro
Wipro Limited is a leading global information technology, consulting, and business process services company headquartered in Bengaluru, India. Founded in 1945, Wipro has evolved from a vegetable oil manufacturer into one of the world’s most respected IT services firms. With a workforce of over 250,000 employees across six continents, the company delivers innovative solutions in areas such as cloud computing, artificial intelligence, cybersecurity, data analytics, and enterprise application services. Wipro’s mission is to help clients succeed in a changing world by leveraging technology, deep industry expertise, and a commitment to sustainability and social responsibility.
Recognized as one of the top IT service providers globally, Wipro has consistently ranked among the leaders in Gartner Magic Quadrants and other industry benchmarks. The company has made significant strides in digital transformation initiatives, renewable energy adoption, and diversity and inclusion programs. In recent years, Wipro has expanded its global footprint through strategic acquisitions and partnerships, strengthening its capabilities in high-growth areas such as digital engineering and cloud-native services.
Company Details
Connect With Us
Websitewipro.com