Wipro Limited Job For Graduates – Management Trainee Posts – Latest Job In India

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.

Do

1. Support process by managing transactions as per required quality standards
   1. Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
   2. Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
   3. Update own availability in the RAVE system to ensure productivity 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 client queries
   6. Resolve client queries as per the SLA’s defined in the contract
   7. Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
   8. Identify and learn appropriate product details to facilitate better client interaction and troubleshooting

2. Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
   1. Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
   2. Assist clients with navigating around product menus and facilitate better understanding of product features
   3. Troubleshoot all client queries in a user-friendly, courteousand professional manner
   4. Maintain logs and records of all customer queries as per the standard procedures and guidelines
   5. Accurately process and record all incoming call and email using the designated tracking software
   6. Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business