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the role involves providing effective technical support to the process and actively resolving client issues, either directly or through timely escalation, to meet process slas.
job description:
role purpose
the purpose of the role is to provide effective technical support to the process and actively resolve client issues, either directly or through timely escalation, to meet process slas.
do
* support process by managing transactions as per required quality standards
o field incoming help requests from clients via telephone and/or emails courteously
o document pertinent end user information and nature of issues
o update own availability in the rave system
o record, track, and document all queries and resolutions
o follow standard processes to resolve client queries
o resolve queries as per sla's
o access and maintain internal knowledge bases
o identify and learn product details for better troubleshooting
o analyze call logs to identify trends
o maintain self-help documents
o escalate serious issues to team leader
o ensure product information is communicated to clients
* deliver excellent customer service through effective diagnosis and troubleshooting
o provide product support and guide clients through solutions
o assist clients with product navigation
o troubleshoot queries professionally and courteously
o maintain logs of customer queries
o process and record calls/emails accurately
o offer alternative solutions to retain clients
o communicate effectively and follow up with clients
* build capability to ensure operational excellence
o undertake product trainings
o participate in training sessions as per requirements
o collaborate with team leaders on training themes
o update knowledge through self-learning
performance parameters
* number of cases resolved per day, adherence to process and quality standards, slas, customer feedback
* productivity, efficiency, absenteeism, training hours, technical training completion
mandatory skills: java legacy application modernization.
experience: 3-5 years.
join wipro, an end-to-end digital transformation partner, and reinvent your career. Applications from people with disabilities are explicitly welcome.
seniority level
* mid-senior level
employment type
* full-time
job function
* management and manufacturing
industries
* it services and it consulting
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