Job Description

Job Title: Associate
Req Id: 59279
City:
State/Province:
Posting Start Date: 5/6/25
Stakeholder Interaction


Stakeholder Type



Stakeholder Identification



Purpose of Interaction





Internal



Team Leaders



Performance review





HR



Hiring and employee engagement and retention





Training Team



Capability development





Technical Lead



Training, issue escalation/ resolution





External



Client



Query Resolution











Competencies required:


Functional Competencies/ Skill Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent Competency level:


Foundation



Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance





Competent



Consistently demonstrates the full range of competency without guidance. Extends the competency to difficult and unknown situations as well





Expert



Applies the competency in all situations and is serves as a guide toothers as well





Master



Coach's 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 Parameter



Measure





1



Process



No. of cases/ calls handled per day, compliance to process and quality standards, meeting process level SLAs, Customer feedback/satisfaction





2



Self- Management



Productivity, efficiency, absenteeism, Training Hours, no of technical training completed





Experience: Education: Bachelor's degree Past experience: US Health and Welfare domain :

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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

?

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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

?

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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

?

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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

?

-----

Deliver

No

Performance Parameter

Measure

1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback


2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed



Mandatory Skills: HWS (Empl Helpdesk)) .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.