Senior Content Editor & Customer Experience Lead

Wipro Technologies; New York (NY); On-site; USD 45,000 - 110,000; Full time

Benefits offered by this job

Medical and dental benefits

Disability insurance

Paid time off

Other leave options

Job summary

Wipro Limited in the United States is seeking an experienced technical support professional to provide effective client assistance, diagnose issues, and escalate where required to meet process SLAs. You will field requests from clients by phone or email, document user information, update the RAVE system, and use knowledge bases to deliver fast, courteous resolutions while maintaining logs and trends.

The role offers comprehensive benefits and a compensation range of $45,000 to $110,000, with

Qualifications

• Content Mgt./ Web Publishing(Digital). Experience: 3-5 Years.

Responsibilities

• 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 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
• 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

Skills

Content Mgt./ Web Publishing

Job description

Wipro Limited in the United States is seeking an experienced technical support professional to provide effective client assistance, diagnose issues, and escalate where required to meet process SLAs. You will field requests from clients by phone or email, document user information, update the RAVE system, and use knowledge bases to deliver fast, courteous resolutions while maintaining logs and trends.

The role offers comprehensive benefits and a compensation range of $45,000 to $110,000, with