Associate

Role Overview: As a Technical Support Specialist at Wipro Limited, your role is crucial in providing effective technical support to the process and resolving client issues in a timely manner to meet process SLAs. You will be responsible for managing transactions, handling incoming help requests from clients, documenting end user information, updating availability, recording and tracking queries, following standard procedures, resolving client issues as per SLAs, accessing internal knowledge bases, identifying product details, maintaining call logs, updating self-help documents, escalating serious issues, ensuring product information disclosure, delivering excellent customer service, troubleshooting client queries, maintaining records, offering alternative solutions, communicating effectively, making scheduled call backs, undertaking product trainings, partnering with team leaders for brainstorming, and updating job knowledge through self-learning opportunities. Key Responsibilities: - 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 client queries - Resolve client queries as per defined SLAs - Access and maintain internal knowledge bases and resources - Identify and learn appropriate product details - Document and analyze call logs - Maintain and update self-help documents for customers - Identify red flags and escalate serious client issues - Ensure 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 call and email using designated tracking software - Offer alternative solutions to clients - Organize ideas and effectively communicate oral messages - Follow up and make scheduled call backs to customers - Undertake product trainings - Enroll in product-specific and other trainings per client requirements - Partner with team leaders to brainstorm and identify training themes - Update job knowledge by participating in self-learning opportunities Qualifications Required: - Mandatory Skills: Retail Banking (Card Operations) Note: Reinvent your world at Wipro, where you will be part of a modern digital transformation partner that encourages constant evolution and reinvention. Join a purpose-driven business that empowers you to design your own reinvention and realize your ambitions. Applications from people with disabilities are explicitly welcome.,