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    Agent Help Desk - Toronto, ON, Canada - Wipro Digital Operations and Platforms

    Wipro Digital Operations and Platforms
    Wipro Digital Operations and Platforms Toronto, ON, Canada

    3 weeks ago

    Default job background
    Upper Management / Consulting
    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 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 escalate 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

    Competencies
    Collaborative working
    Problem solving and decision making
    Attention to Detail
    Execution Excellence
    Client (Internal) Centricity
    Effective Communication
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