.search by 'skills' or 'keywords' or 'requisition id'search by countryselect how often (in days) to receive an alert:work with usrequisition id: 36833country/region: mxwipro limited (nyse: wit, bse: 507685, nse: wipro) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs.
leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses.
with over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.
for additional information, visit us at descriptionrole purposethe purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process slas.responsibilitiessupport process by managing transactions as per required quality standardsfielding 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.follow standard processes and procedures to resolve all client queries.resolve client queries as per the sla's 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.customer servicedeliver excellent customer service through effective diagnosis and troubleshooting of client queriesprovide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.assist clients with navigating around product menus and facilitate better understanding of product features.troubleshoot all client queries in a user-friendly, courteous and professional manner.maintain logs and records of all customer queries as per the standard procedures and guidelines