Wipro Limited is an Indian multinational technology company that provides information technology, consulting and business process services. It is one of the six leading Indian Big Tech companies.
Job Description
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.
Do
- 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 own availability in the RAVE system to ensure 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 SLA’s 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 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 Team leader 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
- Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
- Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
Stakeholder Interaction
| Stakeholder Type | Stakeholder Identification | Purpose of Interaction |
| Internal | Team Leaders | Performance review |
| HR | Hiring and employee engagement and retention | |
| Training Team | Capability development | |
| Technical Lead | Training, issue escalation/ resolution | |
| External | Client | Query Resolution |
Display
Lists the competencies required to perform this role effectively:
- Functional Competencies/ Skill
- Process Knowledge – Knowledge of assigned process, tools and systems – Foundation to Competent
| Competency Levels | |
| Foundation | Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance. |
| Competent | Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well. |
| Expert | Applies the competency in all situations and is 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. |
- Behavioral Competencies
- Collaborative working
- Problem solving and decision making
- Attention to Detail
- Execution Excellence
- Client (Internal) Centricity
- Effective Communication
Deliver
| No. | Performance Parameter | Measure |
| 1. | Process | No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback |
| 2. | Self- Management | Productivity, efficiency, absenteeism, Training Hours, No of technical training completed |
Customer Service Representative
Job Description
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.
Do
- 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 own availability in the RAVE system to ensure 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 SLA’s 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 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 Team leader 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
- Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
- Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
Domain Consultant
Job Description
Roles & Responsibilities:
Key Responsibilities:
- Design, develop, and test ENDUR applications to meet business requirements.
- Integrate ENDUR applications with other systems using SOAP and REST APIs.
- Manage SQL Server databases, including design, development, and optimization.
- Utilize Azure DevOps for continuous integration, continuous deployment (CI/CD), and version control.
- Collaborate with cross-functional teams to ensure seamless application performance.
- Troubleshoot and resolve issues related to ENDUR applications.
- Keep abreast of the latest technology trends and best practices in ENDUR application development.
- Document development processes, changes, and applications configurations.
Preferred Skills:
- Certification in Java programming.
- Experience with Agile and Scrum methodologies.
- Knowledge of financial markets and trading platforms.
Qualifications:
- Proven experience in ENDUR development and testing.
- Strong proficiency in Java development.
- Extensive experience with SQL Server database management.
- Solid understanding of SOAP and REST API integration.
- Familiarity with Azure DevOps or similar environments.
- Excellent problem-solving and analytical skills.
- Strong communication and teamwork abilities.
- Bachelor’s degree in Computer Science, Information Technology, or related field.
ETRM Energy Trading and Risk Management
