WIPRO is looking for a developer to work in Pune. We discuss all the details about the job, including the Job description and application procedure. Tech Mahindra Jobs
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 on availability in the RAVE system to ensure the 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 SLAs 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
Leave a Reply