_:nc4f910e5b3684048bf1d69b3833a0855xb0
<http://schema.org/description>
"<p><strong>Role Purpose</strong></p><p>&nbsp;</p><p><em>The purpose of the role is to provide effective technical supportto the process and actively resolve client issues directly or throughtimely escalation to meet process SLAs.</em></p><p><strong>Do</strong></p><ol><li><strong>Support process by managing transactions as per requiredquality standards</strong><ol><li><em>Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner</em></li><li><em>Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue</em></li><li><em>Update own availability in the RAVE system to ensureproductivity of the process</em></li><li><em>Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions</em></li><li><em>Follow standard processes and procedures to resolve all clientqueries</em></li><li><em>Resolve client queries as per the SLA&rsquo;s defined in thecontract </em></li><li><em>Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients</em></li><li><em>Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting </em></li><li><em>Document and analyze call logs to spot most occurring trends toprevent future problems</em></li><li><em>Maintain and update self-help documents for customers to speedup resolution time</em></li><li><em>Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution</em></li><li><em>Ensure all product information and disclosures are given toclients before and after the call/email requests</em></li><li><em>Avoids legal challenges by complying with service agreements</em></li></ol></li></ol><p><em>&nbsp;</em></p><p><em>&nbsp;</em></p><p><em>&nbsp;</em></p><p><em>&nbsp;</em></p><ol start=\"2\"><li><strong>Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries</strong><ol><li><em>Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions</em></li><li><em>Assist clients with navigating around product menus andfacilitate better understanding of product features </em></li><li><em>Troubleshoot all client queries in a user-friendly, courteousand professional manner</em></li><li><em>Maintain logs and records of all customer queries as per thestandard procedures and guidelines</em></li><li><em>Accurately process and record all incoming call and email usingthe designated tracking software</em></li><li><em>Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers&rsquo; and clients&rsquo; business</em></li><li><em>Organize ideas and effectively communicate oral messagesappropriate to listeners and situations</em></li><li><em>Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs</em></li></ol></li></ol><p>&nbsp;</p><ol start=\"3\"><li><strong>Build capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client</strong><ol><li><em>Undertake product trainings to stay current with productfeatures, changes and updates</em></li><li><em>Enroll in product specific and any other trainings per clientrequirements/recommendations</em></li><li><em>Partner with team leaders to brainstorm and identify trainingthemes and learning issues to better serve the client</em></li><li><em>Update job knowledge by participating in self learningopportunities and maintaining personal networks</em></li></ol></li></ol><p><em>&nbsp;</em></p><p>&nbsp;</p><p>&nbsp;</p><p>&nbsp;</p><p>&nbsp;</p><p>&nbsp;</p><p>&nbsp;</p><p>&nbsp;</p><p>&nbsp;</p><p>&nbsp;</p><p>&nbsp;</p><p>&nbsp;</p><p>&nbsp;</p><p>&nbsp;</p><p>&nbsp;</p><p>&nbsp;</p><p><strong>Stakeholder Interaction</strong></p><p><strong>&nbsp;</strong></p><table width=\"0\"><tbody><tr><td width=\"144\"><p><strong>Stakeholder Type</strong></p></td><td width=\"262\"><p><strong>Stakeholder Identification</strong></p></td><td width=\"274\"><p><strong>Purpose of Interaction</strong></p></td></tr><tr><td rowspan=\"4\" width=\"144\"><p><strong>Internal</strong></p></td><td width=\"262\"><p><em>Team Leaders</em></p></td><td width=\"274\"><p><em>Performance review</em></p></td></tr><tr><td width=\"262\"><p><em>HR </em></p></td><td width=\"274\"><p><em>Hiring and employee engagement and retention</em></p></td></tr><tr><td width=\"262\"><p><em>Training Team</em></p></td><td width=\"274\"><p><em>Capability development</em></p></td></tr><tr><td width=\"262\"><p><em>Technical Lead</em></p></td><td width=\"274\"><p><em>Training, issue escalation/ resolution</em></p></td></tr><tr><td width=\"144\"><p><strong>External</strong></p></td><td width=\"262\"><p><em>Client</em></p></td><td width=\"274\"><p><em>Query Resolution</em></p></td></tr></tbody></table><p><strong>&nbsp;</strong></p><p><strong>Display</strong></p><p>&nbsp;</p><p>Lists the competencies required to perform this role effectively:</p><p>&nbsp;</p><ul><li><strong>Functional Competencies/ Skill</strong><ul><li>Process Knowledge &ndash; Knowledge of assigned process, tools andsystems &ndash; <strong>Foundation to Competent </strong></li></ul></li></ul><p>&nbsp;</p><table><tbody><tr><td colspan=\"2\" width=\"582\"><p><strong>Competency Levels</strong></p></td></tr><tr><td width=\"91\"><p><strong>Foundation</strong></p></td><td width=\"491\"><p>Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.</p></td></tr><tr><td width=\"91\"><p><strong>Competent</strong></p></td><td width=\"491\"><p>Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.</p></td></tr><tr><td width=\"91\"><p><strong>Expert</strong></p></td><td width=\"491\"><p>Applies the competency in all situations and is serves as a guide toothers as well.</p></td></tr><tr><td width=\"91\"><p><strong>Master</strong></p></td><td width=\"491\"><p>Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization.</p></td></tr></tbody></table><p><strong>&nbsp;</strong></p><ul><li><strong>Behavioral Competencies </strong><ul><li>Collaborative working</li><li>Problem solving and decision making</li><li>Attention to Detail</li><li>Execution Excellence</li><li>Client (Internal) Centricity</li><li>Effective Communication</li></ul></li></ul><p>&nbsp;</p><p>&nbsp;</p><p><strong>Deliver</strong></p><p>&nbsp;</p><table width=\"100%\"><tbody><tr><td width=\"6%\"><p><strong>No.</strong></p></td><td width=\"37%\"><p><strong>Performance Parameter</strong></p></td><td width=\"56%\"><p><strong>Measure</strong></p></td></tr><tr><td width=\"6%\"><p>1.</p></td><td width=\"37%\"><p>Process</p></td><td width=\"56%\"><p>No. of cases resolved per day, compliance to process and qualitystandards, meeting process level SLAs, Pulse score, Customer feedback</p></td></tr><tr><td width=\"6%\"><p>2.</p></td><td width=\"37%\"><p>Self- Management</p></td><td width=\"56%\"><p>Productivity, efficiency, absenteeism, Training Hours, No oftechnical training completed</p></td></tr></tbody></table><p>&nbsp;</p><p>&nbsp;</p><p>&nbsp;</p>"
<https://careers.wipro.com/careers-home/jobs/2912065?lang=en-us>