Company Name: Wipro
Job Role: Associate ATG
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
- 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
- Resolve client queries as per the SLA’s defined in the contract
- 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
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
- Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
- Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
- Problem solving and decision making
- Attention to Detail
- Execution Excellence
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