Officer / Senior Officer

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. Key Responsibilities: - Manage transactions according to required quality standards - Handle all incoming help requests from clients via telephone and/or emails courteously - Document all relevant end-user identification information, such as name, department, contact details, and nature of the problem - Maintain updated availability in the RAVE system to ensure process productivity - Record, track, and document all queries received and resolutions taken - Follow standard processes and procedures to resolve client queries - Access internal knowledge bases and resources for effective problem resolution - Learn product details to enhance client interaction and troubleshooting - Analyze call logs to identify trends and prevent future issues - Update self-help documents for customers to expedite issue resolution - Escalate serious client issues to Team Leader when necessary - Provide excellent customer service through diagnosis and troubleshooting - Assist clients in navigating product menus and understanding features - Maintain records of all customer queries and solutions - Process all incoming calls and emails accurately using designated tracking software - Offer alternative solutions to retain customer business - Communicate effectively with customers and follow up on feedback - Undertake product trainings to stay updated with features and changes - Collaborate with team leaders to identify training themes and learning opportunities - Participate in self-learning opportunities to update job knowledge Qualifications Required: - Experience in technical support or similar role preferred - Strong communication and problem-solving skills - Ability to follow standard processes and procedures - Knowledge of product details and features - Customer-centric approach with a focus on providing excellent service Additional Details: Wipro Limited is a leading technology services and consulting company dedicated to building innovative solutions for clients" digital transformation needs. With a global presence and a commitment to empowering employees to reinvent themselves, Wipro offers a dynamic work environment focused on operational excellence and superior customer service. Join us in realizing your ambitions and being part of a business driven by purpose and reinvention. Applications from individuals with disabilities are encouraged.,