ATM Production Support

Wipro Limited is a global leader in technology services and consulting, dedicated to delivering innovative solutions that address complex digital transformation challenges. With a comprehensive portfolio spanning consulting, design, engineering, and operations, Wipro supports clients in achieving their most ambitious goals while building sustainable, future-ready businesses. Operating across 65 countries with over 230,000 employees and partners, Wipro is committed to helping customers, colleagues, and communities thrive in a rapidly evolving world.

Key Responsibilities

Provide effective technical support and manage client transactions: Handle all incoming client requests via telephone and email courteously, documenting essential user information such as name, department, contact details, and issue description. Maintain availability status in the internal system to ensure process productivity. Record and track all queries, problem-solving steps, and resolution outcomes, adhering to standard procedures and meeting service level agreements (SLAs). Utilize internal knowledge bases and FAQs to deliver efficient problem resolution. Continuously learn product details to enhance client interactions and troubleshooting capabilities. Analyze call logs to identify recurring issues and update self-help documents to accelerate resolution times. Escalate unresolved or critical client issues promptly to team leaders while ensuring compliance with service agreements and providing all necessary product information to clients.

Deliver excellent customer service through diagnosis and troubleshooting: Offer product support by guiding clients through step-by-step solutions and assisting them in navigating product features. Troubleshoot queries professionally and courteously, maintaining detailed logs of all customer interactions in compliance with standard guidelines. Accurately process all calls and emails using designated tracking software. Propose alternative solutions when appropriate to retain client business. Communicate clearly and effectively, tailoring messages to the audience and situation. Conduct follow-ups and scheduled callbacks to gather feedback and ensure adherence to contracts and SLAs.

Build capability to ensure operational excellence: Participate in ongoing product training to stay updated on features, changes, and client-specific requirements. Collaborate with team leaders to identify training needs and learning opportunities that enhance service quality. Engage in self-learning and maintain professional networks to continuously improve job knowledge and performance.

Required Qualifications

- 5 to 8 years of experience in Investment Banking, specifically in Middle and Back Office operations.
- Proven ability to manage client interactions and resolve technical issues within defined SLAs.
- Strong documentation and communication skills.
- Familiarity with tracking software and knowledge management systems.
- Commitment to continuous learning and professional development.

Preferred Qualifications and Benefits

Wipro encourages a culture of reinvention and growth, offering opportunities to evolve your career and skills in a dynamic environment. As an end-to-end digital transformation partner, Wipro empowers employees to shape their own professional journey while contributing to a purpose-driven organization. The company supports ongoing training and development to maintain operational excellence and superior customer service levels.

Performance is measured by the number of cases resolved daily, compliance with quality standards, adherence to SLAs, customer feedback, productivity, efficiency, and completion of technical training hours.

Join Wipro to be part of a forward-thinking organization that values innovation, continuous improvement, and the power of transformation.