Wipro Kolkata Hiring Associate (Technical Support) | Apply Now

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

Support process by managing transactions to required quality standards

• Take all incoming help requests from clients by telephone and/or email in a courteous manner.
• Record end user details, including 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.
• Resolve client queries within the SLAs defined in the contract.
• Access and maintain internal knowledge bases, resources and FAQs to resolve issues effectively.
• Learn appropriate product details to support better client interaction and troubleshooting.
• Document and analyze call logs to identify common trends and prevent future problems.
• Maintain and update self-help documents for customers to reduce resolution time.
• Identify red flags and escalate serious client 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

• Provide product support by diagnosing questions and guiding users through step-by-step solutions.
• Help clients navigate product menus and understand product features.
• Troubleshoot all client queries in a user-friendly, courteous and professional manner.
• Maintain logs and records of customer queries according to standard procedures and guidelines.
• Accurately 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 oral messages clearly and appropriately for the listener and situation.
• Follow up with scheduled call backs to record feedback and ensure compliance with contract SLAs.

Build capability for operational excellence and superior service levels

• Complete product trainings to stay current with features, changes and updates.
• Enroll in product specific and other trainings as per client requirements or recommendations.
• Work with team leaders to identify training themes and learning issues that better serve the client.
• Keep job knowledge current through self-learning and personal networks.

Performance measures

Process: number of cases resolved per day, compliance with process and quality standards, meeting process-level SLAs, Pulse score and customer feedback.

Self-management: productivity, efficiency, absenteeism, training hours and number of technical trainings completed.

Mandatory skills: Billing, Metering.

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