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 helps clients achieve their most ambitious goals and build sustainable, future-ready businesses. Operating across 65 countries with over 230,000 employees and partners, Wipro is committed to enabling customers, colleagues, and communities to thrive in a rapidly evolving world.
Key Responsibilities
Provide effective technical support and manage client transactions: Handle all incoming client requests via telephone or email professionally and courteously. Accurately document user information, including 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. Adhere to standard procedures to resolve client issues within defined SLAs. Utilize internal knowledge bases and FAQs to enhance problem resolution. Continuously update product knowledge to improve client interactions and troubleshooting. Analyze call logs to identify recurring issues and update self-help documents to expedite resolutions. Escalate unresolved or critical issues promptly to team leaders. Ensure compliance with service agreements and provide all necessary product information to clients.
Deliver excellent customer service through diagnosis and troubleshooting: Guide clients through step-by-step solutions by performing thorough question diagnosis. Assist users in navigating product features to enhance understanding. Address all queries in a courteous, professional, and user-friendly manner. Maintain detailed logs of customer interactions following standard guidelines. Accurately process and document all calls and emails using designated tracking tools. Offer alternative solutions when appropriate to retain client business. Communicate clearly and effectively, tailoring messages to the audience and situation. Conduct follow-up calls to gather feedback and ensure adherence to contracts and SLAs.
Build capability to ensure operational excellence and superior customer service: Participate in ongoing product training to stay updated on features, changes, and client-specific requirements. Collaborate with team leaders to identify training needs and improve service delivery. Engage in self-learning and maintain professional networks to enhance job knowledge and performance.
Required Qualifications
Experience in providing technical support with a strong focus on customer service excellence. Familiarity with Geographic Information Systems (GIS) and mapping technologies is essential. Ability to manage multiple client interactions efficiently while maintaining high-quality standards. Strong documentation and communication skills, with the ability to troubleshoot and resolve issues effectively. Commitment to meeting service level agreements and process compliance.
Preferred Qualifications and Benefits
Continuous learning and development opportunities through product-specific and technical training programs. Exposure to a dynamic work environment that encourages innovation and reinvention. Opportunity to be part of a global organization that values purpose-driven work and empowers employees to shape their careers. Wipro fosters a culture of growth, adaptability, and collaboration, supporting employees in evolving alongside the industry.
Join Wipro to be part of a forward-thinking company that embraces change and drives digital transformation worldwide. Here, you can reinvent your career and contribute to meaningful solutions that impact businesses and communities globally.
Job Details
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