Assistente Administrativo

Wipro Technologies; Curitiba; Presencial; BRL 20.000 - 40.000; Tempo integral

Resumo da oferta

An established industry player is seeking a dedicated Technical Support Specialist to provide exceptional customer service and technical assistance. In this role, you will manage client queries, troubleshoot issues, and ensure timely resolutions according to service level agreements. This position offers a unique opportunity to work in a diverse and inclusive environment, where your skills in communication and problem-solving will be vital. Join a forward-thinking company that values innovation and reinvention, and help clients navigate their digital transformation journeys.

Qualificações

• Provide effective technical support and resolve client issues.
• Manage transactions as per quality standards and SLAs.

Responsabilidades

• Field incoming help requests via phone and email courteously.
• Document end user information and update internal knowledge bases.

Conhecimentos

Technical Support

Customer Service

Troubleshooting

Communication Skills

Formação académica

Bachelor's Degree

Ferramentas

RAVE System

Helpdesk Software

Descrição da oferta de emprego

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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. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. 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 us at www.wipro.com.

Job Description

Role Purpose

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.

Support Details

• Support process by managing transactions as per required quality standards
• Field all incoming help requests from clients via telephone and/or emails courteously.
• Document all relevant end user information, including name, department, contact details, and issue description.
• Update availability in the RAVE system to ensure productivity.
• Record, track, and document all queries, problem-solving steps, and resolutions.
• Follow standard procedures to resolve client queries.
• Resolve queries within the defined SLAs.
• Access and update internal knowledge bases and FAQs to aid in problem resolution.
• Learn product details to facilitate better troubleshooting and client interaction.
• Analyze call logs to identify trends and prevent future issues.
• Maintain and update self-help documents for faster resolution.
• Identify and escalate serious issues to the Team Leader.
• Ensure all product information and disclosures are provided to clients.

Customer Service Delivery

• Provide excellent customer service through effective diagnosis and troubleshooting
• Guide clients through product features and navigate issues courteously.
• Maintain logs and records of customer queries.
• Process calls and emails accurately using designated software.
• Offer alternative solutions to retain customer business.
• Communicate ideas clearly and follow up to ensure satisfaction.

Operational Excellence

• Build capability to ensure operational excellence and high service levels
• Participate in product and client-specific trainings.
• Collaborate with team leaders to identify training needs.
• Update personal knowledge through self-learning and networking.

Performance Parameters

Measure process efficiency, quality standards, SLAs, pulse scores, and customer feedback. Also, monitor self-management metrics like productivity, efficiency, absenteeism, and training hours.

Additional Information

Reinvent your world with Wipro, an end-to-end digital transformation partner. We value reinvention, diversity, and inclusion. Applications from persons with disabilities are explicitly welcome.

If you encounter suspicious emails or offers, contact [e-mail] (do not send resumes to this email).

For unethical or unfair hiring practices, contact [e-mail].

We are an Equal Opportunity Employer, committed to a diverse and inclusive workplace, providing reasonable accommodations to applicants with disabilities.