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.
About Company
Wipro is an Indian MNC Company that provides information technology, consultant and business process services. It is one of the leading Big Tech companies.
Job Profile:Â Associate
Degree Required: Any Graduate
Batch Eligible: Any Batches
Experience Required: Freshers
CTC: Not Mentioned
Work Location:Â Mumbai, India
Also Apply : NTT Is Hiring For Associate Software Development Engineer Latest Opening
Qualifications
- Bachelor’s degree
- candidates from all backgrounds to apply
Knowledge, Skills and Attributes:
- Technical support
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
Roles & Responsibilities
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
- Update own availability in the RAVE system to ensure productivity of the process
- Record, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all client queries
- Resolve client queries as per the SLA’s defined in the contract
- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
