Associate Mapping

As a Technical Support Specialist at Wipro Limited, your primary responsibility is to provide effective technical support to the process, ensuring timely resolution of client issues either directly or through appropriate escalation to meet process SLAs. You will play a crucial role in managing transactions according to required quality standards and supporting clients through various channels like telephone and email. - Manage transactions according to required quality standards. - Handle all incoming help requests from clients via telephone and/or emails in a courteous manner. - Document all relevant end-user identification information, such as name, department, contact details, and nature of the problem. - Keep your availability updated in the RAVE system to maintain process productivity. - Record, track, and document all queries received, along with the steps taken for problem-solving and the outcomes. - Adhere to standard processes and procedures to address all client queries. - Resolve client queries within the SLAs specified in the contract. - Utilize internal knowledge bases, resources, and frequently asked questions to assist in effective problem resolution. - Learn product details to enhance client interaction and troubleshooting. - Analyze call logs to identify recurring trends and prevent future issues. - Maintain and update self-help documents for customers to expedite resolution. - Identify and escalate serious client issues to the Team Leader in case of delayed resolution. - Ensure all necessary product information and disclosures are provided to clients before and after handling their requests. - Deliver exceptional customer service by diagnosing and troubleshooting client queries effectively. - Provide product support and resolutions by guiding users through step-by-step solutions. - Assist clients in navigating product menus and understanding product features better. - Troubleshoot client queries in a user-friendly, professional, and courteous manner. - Keep records of all customer queries following standard procedures and guidelines. - Accurately process and record all incoming calls and emails using the designated tracking software. - Offer alternative solutions to clients when appropriate to retain customer satisfaction. - Communicate effectively and tailor messages appropriately to listeners and situations. - Follow up with customers through scheduled callbacks to gather feedback and ensure SLA compliance. - Geographic Info. Systems (Car support) Wipro Limited is a leading technology services and consulting company committed to assisting customers, colleagues, and communities in thriving in an ever-evolving world. With a workforce of over 230,000 employees and business partners spanning 65 countries, Wipro is dedicated to creating innovative solutions that cater to the most complex digital transformation needs of clients. Visit www.wipro.com for further details.,