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About Wipro

Wipro Limited is a leading technology service and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. They leverage their holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready sustainable businesses.

Your role

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.

Support process by managing transactions as per required quality standards:

• 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 on availability in the RAVE system to ensure the 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 SLAs 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.
• Document and analyze call logs to spot the most occurring trends and to prevent future problems.
• Maintain and update self-help documents for customers to speed up resolution time.
• Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution.
• Ensure all product information and disclosures are given to clients before and after the call/email requests.
• Avoids legal challenges by complying with service agreements.

To know more about roles and responsibilities, click the button "Apply on employer site" below.

Training, development & rotations

Wipro provides various opportunities for its employees to improve and grow while working for the company’s mission. Wipro provides its employees with opportunities to learn both professional and interpersonal skills for their development. Wipro is committed to offering opportunities to acquire new skills and strengthen their readiness to advance into new roles.

Salary & benefits

The annual salary for this role is around INR 4.0 to INR 5.0 LPA(Source: Ambition Box). Listed below are some benefits

• Insurance, Health & Wellness
• Financial & Retirement
• Family & Parenting
• Vacation & Time Off
• Perks & Benefits

Work-life balance

They have flexible work timings and this is a desk job. Work days are usually from Monday to Friday with flexible work timings. This role is considered flexible and will be a mix of working from the office and home depending on your preferences and the arrangements determined by your future manager. 

Culture & vibe

The culture at Wipro is very open and friendly. There are many opportunities for personal growth with regular training programs conducted in the company. Employees learn from their colleagues as well as from senior management. They can also get involved in different committees/groups formed by the Company to give their inputs on various topics relevant to the industry or domain where they work.

About you

The requirements for the role are as follows:

Stakeholder Interaction:

Internal:

• Team Leaders - Performance review
• HR - Hiring and employee engagement and retention
• Training Team - Capability development
• Technical Lead - Training, issue escalation/ resolution

 External:

• Client - Query Resolution.

Required skills

Lists the competencies required to perform this role effectively:

Functional Competencies/Skills:

• Process Knowledge – Knowledge of the assigned process, tools, and systems.

Competency Levels:

• Foundation - Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
• Competent - Consistently demonstrates the full range of competency without guidance. Extends the competency to difficult and unknown situations as well.
• Expert - Applies competency in all situations and it serves as a guide to others as well.
• Master - Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

Behavioral Competencies:

• Collaborative working
• Problem-solving and decision making
• Attention to Detail
• Execution Excellence
• Client (Internal) Centricity
• Effective Communication

Performance Parameter:

• Process - No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, and Customer feedback.
• Self-Management - Productivity, efficiency, absenteeism, Training Hours, No technical training completed. 

How to apply

To apply for the role simply click the "Apply on employer site" button below, fill in all the details and submit your resume directly to the employer.