Technical Support

About Wipro

Wipro Limited is a leading technology service and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. They leverage their holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready sustainable businesses.

Your role

The 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.

• Support process by managing transactions as per required quality standards
• Fielding 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 on availability in the RAVE system to ensure the 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 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 the 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 Teamleader in cases of untimely resolution
• Ensure all product information and disclosures are given to clients before and after the call/email requests
• Avoids legal challenges by complying with service agreements

To learn more about the roles and responsibilities click on the "Apply on employer site" button below.

Training, development & rotations

Wipro provides various opportunities for its employees to improve and grow while working for the company’s mission. Wipro provides its employees with opportunities to learn both professional and interpersonal skills for their development. Wipro is committed to offering opportunities to acquire new skills and strengthen their readiness to advance into new roles.

Salary & benefits

The average annual salary for this role will range from INR 2 to 3 LPA (Source: Ambition Box). Listed below are some benefits

• Insurance, Health & Wellness
• Financial & Retirement
• Family & Parenting
• Vacation & Time Off
• Perks & Benefits

To learn more about their benefits click here

Career progression

The career prospects at Wipro are good as the company provides training to its employees, including career growth opportunities and personal development initiatives like mentoring programs, leadership development programs, etc., for fresh graduates and experienced professionals.

Work-life balance

The pride of developing cutting-edge solutions, the privilege of learning from talented professionals, and the flexibility to work from home make Wipro a desirable workplace. Their passion, commitment, and social responsibility have played a significant role in their success story so far. They instill these qualities into every new member of the Wipro family.

Culture & vibe

The culture at Wipro is very open and friendly. There are many opportunities for personal growth with regular training programs conducted in the company. Employees learn from their colleagues as well as from senior management. They can also get involved in different committees/groups formed by the Company to give their inputs on various topics relevant to the industry or domain where they work.

About you

To apply for this position you should have the following skills.

Functional Competencies/Skills:

• Process Knowledge – Knowledge of the assigned processes, tools, and systems.

Behavioral Competencies:

• Collaborative working
• Problem-solving and decision making
• Attention to Detail
• Execution Excellence
• Client (Internal) Centricity
• Effective Communication

Competency Levels:

• Foundation
  • Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
• Competent
  • Consistently demonstrates the full range of competency without guidance. Extends the competency to difficult and unknown situations as well.
• Expert
  • Applies competency in all situations and it serves as a guide to others as well.
• Master
  • Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

Delivery:

• Process: No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
• Self-Management: Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

How to apply

To apply for the role simply click the "Apply on employer site" button below, fill in all the details and submit your resume directly to the employer.

Wipro conducts its recruitment process in two phases:

• First phase: series of online tests. These tests are typically multiple-choice questions (MCQs) related to various subjects like mathematics, general aptitude, and logical reasoning. 
• Second phase: Technical interviews, which senior technical team members conduct.