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Technical Support Associate

2 months ago

Kolkata, West Bengal, India Wipro Full time

Role Overview


We are seeking a skilled Process Support Specialist to join our team at Wipro.


Key Responsibilities


The successful candidate will be responsible for providing effective technical support to our processes, actively resolving client issues directly or through timely escalation to meet process SLAs.


Key responsibilities include:



  • Managing transactions as per required quality standards
  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Documenting all pertinent end-user identification information, including name, department, contact information, and nature of problem or issue
  • Updating own availability in the RAVE system to ensure productivity of the process
  • Recording, tracking, and documenting all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions
  • Following standard processes and procedures to resolve all client queries
  • Resolving client queries as per the SLAs defined in the contract
  • Accessing and maintaining internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identifying and learning appropriate product details to facilitate better client interaction and troubleshooting
  • Documenting and analyzing call logs to spot most occurring trends to prevent future problems
  • Maintaining and updating self-help documents for customers to speed up resolution time
  • Identifying red flags and escalating serious client issues to Team leader in cases of untimely resolution
  • Ensuring all product information and disclosures are given to clients before and after the call/email requests
  • Avoiding legal challenges by complying with service agreements
  • Delivering excellent customer service through effective diagnosis and troubleshooting of client queries
  • Providing product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assisting clients with navigating around product menus and facilitating better understanding of product features
  • Troubleshooting all client queries in a user-friendly, courteous, and professional manner
  • Maintaining logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately processing and recording all incoming calls and emails using the designated tracking software
  • Offering alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business
  • Organizing ideas and effectively communicating oral messages appropriate to listeners and situations
  • Following up and making scheduled call backs to customers to record feedback and ensure compliance to contract/SLAs
  • Building capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertaking product trainings to stay current with product features, changes, and updates
  • Enrolling in product-specific and any other trainings per client requirements/recommendations
  • Partnering with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Updating job knowledge by participating in self-learning opportunities and maintaining personal networks

Requirements


The ideal candidate will have:



  • Process Knowledge – Knowledge of assigned process, tools, and systems
  • Collaborative working
  • Problem-solving and decision-making
  • Attention to Detail
  • Execution Excellence
  • Client (Internal) Centricity
  • Effective Communication

What We Offer


As a Process Support Specialist at Wipro, you will have the opportunity to develop your skills and knowledge in a dynamic and supportive environment. We offer a competitive salary and benefits package, as well as opportunities for career growth and development.


Join our team and take the first step towards a rewarding career in process support.