Assistant Manager

As a Technical Support Specialist at Wipro Limited, your role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. You will be responsible for managing transactions, fielding help requests from clients, documenting end user information, updating availability, recording and tracking queries, resolving client issues, accessing internal knowledge bases, maintaining self-help documents, identifying trends, escalating serious issues, delivering excellent customer service, providing product support, troubleshooting queries, maintaining logs, offering alternative solutions, organizing ideas, following up with customers, building capability, and maintaining superior customer service levels. - Support the process by managing transactions as per required quality standards - Field all incoming help requests from clients via telephone and/or emails in a courteous manner - Document all pertinent end user identification information - Update own availability in the RAVE system - Record, track, and document all queries received - 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 - Identify and learn appropriate product details for better client interaction - Document and analyze call logs to spot trends and prevent future problems - Maintain and update self-help documents for customers - Identify red flags and escalate serious client issues to Team leader - Ensure all product information and disclosures are given to clients - Deliver excellent customer service through effective diagnosis and troubleshooting - Provide product support and resolution to clients - Assist clients with navigating around product menus - Troubleshoot all client queries in a user-friendly, courteous, and professional manner - Maintain logs and records of all customer queries - Accurately process and record all incoming calls and emails - Offer alternative solutions to clients - Organize ideas and effectively communicate oral messages - Follow up and make scheduled call backs to customers - Ability to deliver excellent customer service - Strong problem-solving skills - Effective communication skills - Attention to detail - Ability to work in a team environment - Willingness to learn and adapt to new technologies - Previous experience in technical support is a plus Reinvent your world with Wipro. Join a business powered by purpose and empower yourself to design your own reinvention. Realize your ambitions with us. Applications from people with disabilities are explicitly welcome.,