Intake Coordinator - Remote

Wipro; United States; Remote; USD 22,000 - 23,000; Full time

Benefits offered by this job

Medical and dental benefits

Paid time off

Disability insurance

Leave options

Job summary

Wipro is seeking a customer-focused technical support agent in the United States to manage and resolve client inquiries, document issues, and escalate when needed. The role emphasizes adherence to SLAs, accurate record-keeping, and proactive problem solving to ensure customer satisfaction.

The position offers comprehensive benefits and opportunity for growth within a global technology services company. Candidates should be prepared to work in a fast-paced environment and maintain high standards

Qualifications

• Mandatory Skills: Claims_Processing.

Responsibilities

• Provide effective technical support to processes and resolve client issues.
• Field all incoming help requests via telephone and emails in a courteous manner.
• Document user information and problem details.
• Follow standard processes to resolve client queries and meet SLAs.
• Escalate to Team Leader when necessary and maintain knowledge bases.

Skills

Claims Processing

Job description

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

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 SLAâÃÂÃÂs 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 elevate 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

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

MandatorySkills: Claims_Processing .

The expected compensation for this role ranges from $16/hr to $17/hr .

Final compensationwill depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience.

Based on the position, the role is also eligible for Wipro's standard benefits including:

• full range of medical and dental benefits options
• disability insurance
• paid time off (inclusive of sick leave)
• other paid and unpaid leave options