Process Consultant

Role Overview: As a Technical Support Specialist at Wipro Limited, your role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Your responsibilities will include supporting the process by managing transactions, fielding help requests from clients, documenting end user information, updating availability, tracking and documenting queries, resolving client issues, accessing internal knowledge bases, maintaining self-help documents, and ensuring that all product information and disclosures are given to clients. Key Responsibilities: - Manage transactions with required quality standards - Field incoming help requests from clients via telephone and/or emails in a courteous manner - Document all pertinent end user identification information and nature of problem - Update availability in the RAVE system for productivity - Record, track, and document all queries received and resolutions - Resolve client queries as per defined SLAs - Access and maintain internal knowledge bases 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 - Provide excellent customer service through effective diagnosis and troubleshooting - Assist clients in navigating product menus and features - Maintain logs and records of all customer queries - Process and record all incoming calls and emails using designated tracking software - Offer alternative solutions to retain customers - Organize ideas and effectively communicate oral messages - Follow up with customers for feedback and compliance to SLAs - Undertake product trainings to stay current with features, changes, and updates - Participate in self-learning opportunities to update job knowledge Qualifications Required: - 5-8 years of experience in technical support or a related field Note: Wipro Limited is a leading technology services and consulting company focused on building innovative solutions for clients" digital transformation needs. With a global presence and a commitment to operational excellence, Wipro offers opportunities for personal and professional growth in a dynamic and evolving industry. Come join us and realize your ambitions in a business powered by purpose. Applications from people with disabilities are explicitly welcome.,