Overview
The role provides effective technical support to the process and actively resolves client issues directly or through timely escalation to meet process SLAs.
Responsibilities
Support process by managing transactions as per required quality standards
Field incoming help requests from clients via telephone and/or emails in a courteous manner
Document end user identification information: name, department, contact information and nature of problem
Update own availability in the RAVE system to ensure productivity
Record, track, and document all queries, problem-solving steps, and resolutions
Follow standard processes and procedures to resolve client queries
Resolve client queries as per the SLAs defined in the contract
Access and maintain internal knowledge bases, resources and FAQs to aid resolution
Identify and learn appropriate product details to facilitate troubleshooting
Document and analyze call logs to identify trends and prevent future problems
Maintain and update self-help documents for customers to speed resolution
Identify red flags and escalate serious issues to Team Leader when resolution is untimely
Ensure product information and disclosures are given to clients before and after calls/emails
Comply with service agreements to avoid legal challenges
Deliver excellent customer service through effective diagnosis and troubleshooting
Provide product support by diagnosing and guiding users through step-by-step solutions
Assist clients with navigating product menus and understanding features
Troubleshoot client queries in a courteous and professional manner
Maintain logs and records of all customer queries per standard procedures
Accurately process and record all incoming calls and emails using designated tracking software
Offer alternative solutions to retain customers and their business
Organize ideas and communicate clearly to listeners
Follow up with customers and perform scheduled callbacks to record feedback and ensure SLA compliance
Build capability to ensure operational excellence and maintain superior customer service
Undertake product trainings to stay current with features, changes and updates
Enroll in product-specific trainings and trainings per client requirements
Partner with team leaders to identify training themes and issues to better serve the client
Update job knowledge via self-learning and networking
Experience
Experience: 1-3 Years
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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