Wipro Hiring Fresher Associate

Requisition ID: 39294
Location: Hyderabad, India
Company: Wipro Limited
Employee Status: Regular
Work Type: Full-time

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About Wipro

Wipro 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. 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 www.wipro.com.

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Role Purpose

The Associate role provides effective technical support to the process, actively resolves client issues directly or through timely escalation, and ensures adherence to process SLAs.

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Key Responsibilities

Process Support

• Manage transactions while maintaining required quality standards.
• Handle incoming help requests from clients via telephone or email courteously.
• Document user information and the nature of issues.
• Maintain availability records in the RAVE system for productivity tracking.
• Track and document client queries, problem-solving steps, and resolution status.
• Follow standard processes to resolve client issues per defined SLAs.
• Maintain internal knowledge bases for effective problem resolution.
• Analyze call logs to identify and prevent recurring issues.
• Create self-help documents for faster client resolution.
• Escalate serious issues to team leaders when required.
• Ensure compliance with legal and service agreements.

Customer Service

• Diagnose and troubleshoot client queries with effective solutions.
• Assist clients with product navigation and feature understanding.
• Maintain logs and records of client interactions as per guidelines.
• Offer alternative solutions for client retention.
• Follow up with clients to ensure issue resolution and SLA compliance.

Capability Building

• Undertake product training to stay current with features and updates.
• Participate in additional training per client requirements.
• Collaborate with team leaders to address training needs.
• Engage in self-learning opportunities to update job knowledge.

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Performance Metrics

• Process: Number of cases resolved daily, compliance with quality standards, meeting SLAs, and customer feedback.
• Self-Management: Productivity, efficiency, absenteeism, training hours, and completion of technical training.

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Why Join Wipro?

Wipro is a modern, end-to-end digital transformation partner. We empower employees to design their own reinvention and support their ambitions. We welcome applications from individuals with disabilities and are committed to diversity and inclusion.

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Equal Opportunity Employer

Wipro provides equal opportunities to all qualified applicants, regardless of race, color, caste, religion, gender, marital status, age, national origin, disability, or other protected characteristics. We ensure reasonable accommodations throughout the recruitment process.

For any suspicious job offers, email: [email protected].

For unethical hiring practices, contact our Ombuds Group: [email protected].

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Tags

#CustomerService #TechnicalSupport #ProcessManagement #Troubleshooting #ClientQueries #SLAs #KnowledgeManagement #ProductTraining #HyderabadJobs #WiproCareers #BusinessProcess #TechJobs