Inside Sales - L1

Wipro Technologies; Curitiba; Presencial; BRL 30.000 - 60.000; Tempo integral

Resumo da oferta

An established industry player is seeking a dedicated technical support specialist to join their team in Curitiba. In this role, you will be responsible for providing exceptional customer service, managing client queries, and ensuring timely resolutions to meet service level agreements. This dynamic position requires strong problem-solving skills and the ability to communicate effectively with clients. Join a company committed to innovation and excellence, where your contributions will help shape the future of digital transformation for clients worldwide. If you are passionate about technology and customer service, this opportunity is perfect for you.

Qualificações

• Proven experience in technical support and customer service.
• Ability to manage client queries effectively and professionally.

Responsabilidades

• Provide effective technical support and resolve client issues.
• Document and analyze client queries to improve service quality.
• Maintain logs of customer interactions and follow up as needed.

Conhecimentos

Technical Support

Customer Service

Problem Solving

Communication Skills

Documentation

Ferramentas

RAVE System

Tracking Software

Descrição da oferta de emprego

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Requisition ID: 32268

City: Curitiba

Country/Region: BR

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.

Responsibilities

• 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.
  • Avoid 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.

Performance Parameters

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.

We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Applications from people with disabilities are explicitly welcome.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at [e-mail]. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at [e-mail].

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.