Deputy Manager

Role Overview: As a Technical Support Specialist at Wipro Limited, your role is crucial in providing effective technical support to the process and actively resolving client issues either directly or through timely escalation to meet process SLAs. You will be responsible for supporting the process by managing transactions as per required quality standards, fielding incoming help requests from clients, documenting all pertinent end user information, updating availability in the RAVE system, recording and tracking all queries received, following standard processes and procedures to resolve client queries, and ensuring excellent customer service through effective diagnosis and troubleshooting. Key Responsibilities: - Manage 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 availability in the RAVE system - Record, track, and document all queries received - Resolve client queries as per SLAs defined in the contract - Access and maintain internal knowledge bases and resources for effective problem resolution - Document and analyze call logs to identify trends and prevent future problems - Maintain and update self-help documents for customers - Identify red flags and escalate serious client issues to Team leader - Provide product support and resolution to clients - Assist clients with navigating product menus and features - Troubleshoot all client queries in a user-friendly and professional manner - Maintain logs and records of all customer queries - Offer alternative solutions to clients when appropriate - Follow up and make scheduled call backs to customers for feedback Qualifications Required: - Experience: 5-8 years - Mandatory Skills: Institutional_Finance_Buy_Side_Others Additional Details of the Company: Wipro Limited is a leading technology services and consulting company focused on building innovative solutions that address clients" most complex digital transformation needs. With over 230,000 employees and business partners across 65 countries, Wipro helps clients realize their boldest ambitions and build future-ready, sustainable businesses. The company is committed to reinventing itself and empowering its employees to design their own reinvention, making it a business powered by purpose. Applications from people with disabilities are explicitly welcome.,