Licensed Sales Agent

Wipro Technologies; Little Rock (AR); On-site; USD 32,000 - 52,000; Full time

Job summary

Wipro Limited in the United States is seeking a diligent help desk specialist to provide effective technical support and resolve client issues within defined SLAs. You will handle calls and emails, document details, update availability in internal systems, and escalate when needed while staying current with product features and knowledge bases.

The role emphasizes excellent customer service, accurate logging, and adherence to contract terms, with growth opportunities in a large digital

Responsibilities

• Field all incoming help requests from clients via telephone and/or emails in a courteous manner
• Document end user information, including name, department, contact information and issue
• Update availability in the RAVE system to ensure productivity
• Record, track, and document all queries, resolutions and outcomes
• Follow standard processes to resolve client queries
• Resolve queries as per the SLAs defined in the contract
• Access and maintain internal knowledge bases to aid resolution
• Identify product details to facilitate interaction and troubleshooting
• Document and analyze call logs to spot trends
• Maintain self-help documents to speed up resolutions
• Identify red flags and escalate issues to Team Leader
• Ensure product information and disclosures are given to clients
• Avoid legal challenges by complying with service agreements
• Provide product support and resolution by diagnosing questions and guiding users
• Assist clients with navigating product menus and features
• Troubleshoot queries in a user-friendly, courteous manner
• Maintain logs of all customer queries per standard procedures
• Accurately process and record all incoming calls and emails
• Offer alternative solutions to retain customers and business
• Organize ideas and communicate clearly to listeners
• Follow up with customers via scheduled callbacks and collect feedback
• Undertake product trainings to stay current with features
• Enroll in trainings per client requirements
• Partner with team leaders to identify training themes
• Update job knowledge by self-learning and networks

Job description

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 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 SLAâÂÂs 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 customersâ and clientsâ 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

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

Reinvent your world.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. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions.

Applications from people with disabilities are explicitly welcome.

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.