Wipro Hiring Associate L1 - Technical Support (Hyderabad)

Company Overview

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a global technology services and consulting company that delivers innovative solutions for complex digital transformation needs. With a broad portfolio spanning consulting, design, engineering, and operations, Wipro supports organizations in building future-ready and sustainable businesses.

The company operates across more than 65 countries with a workforce of over 230,000 employees and partners. Wipro focuses on helping clients, colleagues, and communities thrive in a rapidly changing world.

Role Purpose

The Associate L1 role focuses on providing technical and process support while resolving client queries. The position involves addressing issues directly or escalating them when required to ensure defined service level agreements (SLAs) are met.

Key Responsibilities

• Manage and process transactions according to established quality standards.
• Handle incoming client support requests through telephone and email in a courteous manner.
• Capture relevant end user information such as name, department, contact details, and issue description.
• Update availability in internal systems such as RAVE to maintain process productivity.
• Record and track all queries, troubleshooting actions, and final outcomes.
• Follow defined processes and procedures when addressing client concerns.
• Resolve client issues in accordance with contractual SLAs.
• Use internal knowledge bases and documentation to identify effective solutions.
• Understand product features and information to improve troubleshooting and client interaction.
• Analyze call logs and recurring issues to help prevent future problems.
• Create and maintain self help documentation for faster customer resolution.
• Identify critical issues and escalate them to the team leader when timely resolution is not possible.
• Ensure accurate product information and disclosures are communicated before and after interactions.
• Comply with service agreements to prevent legal or contractual issues.

Customer Support and Troubleshooting

• Deliver customer service by diagnosing and resolving technical or product related queries.
• Guide users through step by step troubleshooting and solutions.
• Assist customers in navigating product menus and understanding key features.
• Provide solutions in a professional, user friendly, and courteous manner.
• Maintain logs of all calls and emails using designated tracking systems.
• Offer alternative solutions when appropriate to help retain customers and business relationships.
• Communicate clearly and organize information effectively during interactions.
• Follow up with customers and perform scheduled callbacks to gather feedback and ensure SLA compliance.

Learning and Capability Development

• Participate in product training sessions to stay updated on product features, updates, and changes.
• Complete product specific and client recommended training programs.
• Collaborate with team leaders to identify training needs and improvement areas.
• Enhance job knowledge through continuous learning and professional networking.

Performance Metrics

Performance is evaluated based on process efficiency, number of cases resolved, compliance with quality standards, adherence to SLAs, customer feedback, productivity levels, attendance, and completion of technical training.