Wipro Pune Hiring Associate | Technical Support Process

Job Description

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

Key Responsibilities

Support the process by managing transactions to required quality standards

• Answer incoming help requests from clients by phone and/or email in a courteous manner
• Record end user details, including name, department, contact information and the nature of the issue
• Update your availability in the RAVE system to keep process productivity on track
• 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 interaction and troubleshooting
• Document and analyze call logs to identify recurring trends and prevent future problems
• Maintain and update self-help documents for customers to reduce resolution time
• 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

• Provide product support by diagnosing queries 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 ideas clearly and appropriately for the listener and situation
• Follow up with scheduled callbacks to record customer feedback and ensure compliance with contract SLAs

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

• 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 gaps to better serve the client
• Keep your 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 skill: Investment Banking (Middle and Back Office).