Wipro off-campus drive 2023|management trainee|4.5LPA|bachelors degree/masters degree|gurugram, haryana, india|apply soon
Wipro recruitment :
- Company – wipro
- Role – management trainee
- Location – gurgaon, haryana, india
- Experience – 0-2 years
- Batch – 2023 /2022 /2021 /2020
- Qualification – bachelors degree /masters degree
- Type – full time
About role :
- The purpose of the role is to provide effective technical supportto the process and actively resolve client issues directly or throughtimely escalation to meet process SLAs.
Responsibilities :
- Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner
- Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue
- Update own availability in the RAVE system to ensureproductivity 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 clientqueries
- Resolve client queries as per the SLA’s defined in thecontract
- Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients
- Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends toprevent future problems
- Maintain and update self-help documents for customers to speedup 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 toclients before and after the call/email requests
- Avoids legal challenges by complying with service agreements
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