Wipro Customer Support Expert

3 weeks ago

Gurgaon, Haryana, India Wipro Full time

Job Overview

The purpose of this role is to provide technical support and actively resolve client issues directly or through timely escalation to meet process SLAs. The candidate will be responsible for 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, and updating own availability in the RAVE system to ensure productivity of the process.

Key Responsibilities

  1. Resolve client queries as per the SLAs defined in the contract.
  2. Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution to clients.
  3. Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
  4. Maintain and update self-help documents for customers to speed up resolution time.
  5. Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution.
  6. Ensure all product information and disclosures are given to clients before and after the call/email requests.
  7. Avoids legal challenges by complying with service agreements.
  8. Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
  9. Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.
  10. Assist clients with navigating around product menus and facilitate better understanding of product features.
  11. Troubleshoot all client queries in a user-friendly, courteous, and professional manner.
  12. Maintain logs and records of all customer queries as per the standard procedures and guidelines.
  13. Accurately process and record all incoming call and email using the designated tracking software.
  14. Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business.
  15. Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs.
  16. Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client.
  17. Undertake product trainings to stay current with product features, changes, and updates.
  18. Enroll in product-specific and any other trainings per client requirements/recommendations.
  19. Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client.
  20. Update job knowledge by participating in self-learning opportunities and maintaining personal networks.

Requirements

  • 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.

Performance Parameters

  1. Process: No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback.
  2. Self-Management: Productivity, efficiency, absenteeism, Training Hours, No of technical training completed HWS (Empl Helpdesk).

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