Description
Technical Support Associate at Wipro, Mumbai, India, Wipro is dedicated to providing effective technical support, ensuring client satisfaction, and fostering a collaborative and innovative work environment. Join Wipro in delivering excellence and contributing to the success of clients globally.
About
Wipro Limited is a global information technology, consulting, and business process services company. With a strong commitment to delivering excellence, Wipro serves clients in various industries, providing innovative solutions and services. The Technical Support Associate role is integral to Wipro’s commitment to offering effective technical support and resolving client issues in a timely manner.
Responsibilities
As a Technical Support Associate at Wipro, Mumbai, your role encompasses various responsibilities, including:
- Client Support
- Manage transactions to meet process SLAs.
- Handle incoming help requests via telephone and/or emails courteously.
- Document end-user information, including name, department, contact details, and the nature of the problem.
- Record, track, and document all queries, resolutions, and steps taken.
- Problem Resolution
- Follow standard processes and procedures to resolve client queries.
- Resolve client queries within defined SLAs.
- Access and maintain internal knowledge bases to provide effective problem resolution.
- Identify and learn product details for better client interaction and troubleshooting.
- Customer Service
- Provide excellent customer service through diagnosis and troubleshooting.
- Guide users through step-by-step solutions.
- Assist clients in navigating product menus and understanding features.
- Offer alternative solutions to retain customers’ business.
- Operational Excellence
- Undertake product training to stay updated on features, changes, and updates.
- Collaborate with team leaders to identify training themes and learning issues.
- Maintain superior customer service levels and operational excellence.
Skills
The competencies and skills required for this role include:
- Functional Competencies
- Process Knowledge: Foundation to Competent.
- Behavioral Competencies
- Collaborative working.
- Problem solving and decision making.
- Attention to Detail.
- Execution Excellence.
- Client (Internal) Centricity.
- Effective Communication.
Eligibility Criteria
- Bachelor’s Degree or equivalent experience.
- Knowledgeable about process requirements.
- Demonstrates competency levels from Foundation to Competent.
- Effective communication and collaboration skills.
Job Type
- Technical Support
- Engineer
- Full-Time
- On-Site
Job Location
- Mumbai, India