Executive

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 directly or through timely escalation to meet process SLAs. By managing transactions, fielding help requests, and updating availability in the RAVE system, you play a vital role in ensuring client satisfaction. 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, including name, department, contact information, and nature of problem or issue - Update own availability in the RAVE system to ensure productivity of the process - Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions - Resolve client queries as per the SLAs defined in the contract - Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution to clients - Identify and learn appropriate product details to facilitate better client interaction and troubleshooting - Document and analyze call logs to spot most occurring trends to prevent future problems - Maintain and update self-help documents for customers to speed up resolution time - Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution - Ensure all product information and disclosures are given to clients before and after the call/email requests - Avoid legal challenges by complying with service agreements Qualifications Required: - Experience: 1-3 years - Mandatory Skills: Record to Report - DOP Additional Company Details: 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 delivers on the promise of helping customers, colleagues, and communities thrive in an ever-changing world. Wipro aims to reinvent the digital landscape by empowering individuals to design their own reinvention and realize their ambitions. Applications from people with disabilities are explicitly welcome.,