Associate

The interview process typically involves two rounds: a technical interview and an HR interview. The technical interview assesses the candidate's technical skills and knowledge, while the HR interview evaluates their communication skills, attitude, and fit with the company culture. Common interview questions include technical queries, behavioral questions, and case studies.

Wipro Limited is committed to creating an accessible, supportive, and inclusive workplace. We value diversity and provide equal opportunities to all. Our work culture is focused on innovation, collaboration, and growth. We offer a range of benefits and programs to support our employees' well-being and career development.

Bachelor's degree in any discipline. Candidates who have completed their degree in 2022 or later are eligible to apply.

Round 1: Technical interview → Round 2: HR interview (based on company knowledge)

Wipro Limited is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. 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. The role involves supporting 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, documenting all pertinent end user identification information, updating own availability in the RAVE system to ensure productivity of the process, recording, tracking, and documenting all queries received, problem-solving steps taken and total successful and unsuccessful resolutions, following standard processes and procedures to resolve all client queries, resolving client queries as per the SLAs defined in the contract, accessing and maintaining internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution to clients, identifying and learning appropriate product details to facilitate better client interaction and troubleshooting, documenting and analyzing call logs to spot most occurring trends to prevent future problems, maintaining and updating self-help documents for customers to speed up resolution time, identifying red flags and escalating serious client issues to Team leader in cases of untimely resolution, ensuring all product information and disclosures are given to clients before and after the call/email requests, avoiding legal challenges by complying with service agreements. The role also involves delivering excellent customer service through effective diagnosis and troubleshooting of client queries, providing product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions, assisting clients with navigating around product menus and facilitating better understanding of product features, troubleshooting all client queries in a user-friendly, courteous, and professional manner, maintaining logs and records of all customer queries as per the standard procedures and guidelines, accurately processing and recording all incoming call and email using the designated tracking software, offering alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business, organizing ideas and effectively communicating oral messages appropriate to listeners and situations, following up and making scheduled call backs to customers to record feedback and ensure compliance to contract/SLAs. The role requires building capability to ensure operational excellence and maintain superior customer service levels of the existing account/client, undertaking product trainings to stay current with product features, changes, and updates, enrolling in product-specific and any other trainings per client requirements/recommendations, partnering with team leaders to brainstorm and identify training themes and learning issues to better serve the client, updating job knowledge by participating in self-learning opportunities and maintaining personal networks.