Associate / Officer / Senior Officer

Req ID : 2872453

Role Purpose

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

Do

1. Support process by managing transactions as per requiredquality standards
   1. Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner
   2. Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue
   3. Update own availability in the RAVE system to ensureproductivity of the process
   4. Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
   5. Follow standard processes and procedures to resolve all clientqueries
   6. Resolve client queries as per the SLA’s defined in thecontract
   7. Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients
   8. Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting
   9. Document and analyze call logs to spot most occurring trends toprevent future problems
   10. Maintain and update self-help documents for customers to speedup resolution time
   11. Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
   12. Ensure all product information and disclosures are given toclients before and after the call/email requests
   13. Avoids legal challenges by complying with service agreements

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Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading global information technology, consulting and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 175,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future.