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Associate Engineer

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The Associate Engineer role at Wipro in Kolkata, India involves providing technical support to resolve client issues, manage transactions, document queries, troubleshoot, and ensure compliance. The job requires delivering excellent customer service, maintaining client relationships, staying updated with product features, and participating in trainings.

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.

Do

  1. Support process by managing transactions as per required quality standards
    1. Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
    2. Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
    3. Update own availability in the RAVE system to ensure productivity of the process
    4. Record, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutions
    5. Follow standard processes and procedures to resolve all client queries
    6. Resolve client queries as per the SLA’s defined in the contract
    7. Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
    8. Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
    9. Document and analyze call logs to spot most occurring trends to prevent future problems
    10. Maintain and update self-help documents for customers to speed up resolution time
    11. Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
    12. Ensure all product information and disclosures are given to clients before and after the call/email requests
    13. Avoids legal challenges by complying with service agreements

 

 

 

 

  1. Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
    1. Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
    2. Assist clients with navigating around product menus and facilitate better understanding of product features
    3. Troubleshoot all client queries in a user-friendly, courteous and professional manner
    4. Maintain logs and records of all customer queries as per the standard procedures and guidelines
    5. Accurately process and record all incoming call and email using the designated tracking software
    6. Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
    7. Organize ideas and effectively communicate oral messages appropriate to listeners and situations
    8. Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

 

  1. Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
    1. Undertake product trainings to stay current with product features, changes and updates
    2. Enroll in product specific and any other trainings per client requirements/recommendations
    3. Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
    4. Update job knowledge by participating in self learning opportunities and maintaining personal networks

 

Stakeholder Interaction

 

Stakeholder TypeStakeholder IdentificationPurpose of Interaction
InternalTeam LeadersPerformance review
HRHiring and employee engagement and retention
Training TeamCapability development
Technical LeadTraining, issue escalation/ resolution
ExternalClientQuery Resolution

 

Display

 

Lists the competencies required to perform this role effectively:

 

  • Functional Competencies/ Skill
    • Process Knowledge – Knowledge of assigned process, tools and systems – Foundation to Competent

 

Competency Levels
FoundationKnowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
CompetentConsistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
ExpertApplies the competency in all situations and is serves as a guide to others as well.
MasterCoaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

 

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

 

 

Deliver

 

No.Performance ParameterMeasure
1.ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2.Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

 

Order Management(Comms)
 

Set alert for similar jobsAssociate Engineer role in Kolkata, India
Wipro Logo

Company

Wipro

Job Posted

2 months ago

Job Type

Full-time

WorkMode

On-site

Experience Level

0-2 Years

Category

Software Engineering

Locations

Kolkata, West Bengal, India

Qualification

Bachelor or Master

Applicants

Be an early applicant

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