Executive/ Sr. Executive in Wipro

As a Technical Support Specialist at Wipro Limited, your primary objective is to provide efficient technical support to the process and actively resolve client issues either directly or through timely escalation to meet process SLAs. You will be responsible for managing transactions in accordance with required quality standards and handling all incoming help requests from clients via telephone and/or emails in a courteous manner. It is crucial to document all relevant end-user identification information, including name, department, contact information, and the nature of the problem or issue. Updating your availability in the RAVE system to ensure process productivity, recording, tracking, and documenting all queries received, problem-solving steps taken, and successful and unsuccessful resolutions are essential tasks.

Key Responsibilities:
– Follow standard processes and procedures to resolve all client queries, ensuring compliance with the SLAs defined in the contract.
– Access and maintain internal knowledge bases, resources, and frequently asked questions to facilitate effective problem resolution.
– Identify and learn appropriate product details for better client interaction and troubleshooting.
– Document and analyze call logs to identify recurring trends.

Moreover, you will deliver excellent customer service by diagnosing and troubleshooting client queries effectively, providing product support and resolution by guiding users through step-by-step solutions, and assisting clients in navigating product menus and understanding features. Maintaining logs and records of customer queries, processing and recording all incoming calls and emails using designated tracking software, and offering alternative solutions to retain customers are essential aspects of the role.

To ensure operational excellence and maintain superior customer service levels for the existing account/client, you will undertake product trainings, enroll in product-specific and other trainings as per client requirements/recommendations, and collaborate with team leaders to identify training themes and learning issues.

Qualifications Required:
– Mandatory Skill: Record to Report – DOP
– Experience Required: 1-3 Years

Join Wipro, a business driven by purpose, and embark on a journey of reinvention. Wipro is shaping a modern organization and seeks individuals inspired by reinvention to evolve constantly. Be part of an organization that empowers you to design your own reinvention and realize your ambitions. Wipro welcomes applications from people with disabilities.,