Job Overview
Role: Associate Location: Kolkata, West Bengal Experience: Freshers Qualification: B.E / B.Tech (Relevant Field) Key Skills: Technical Support, Customer Service, Documentation
Job Description
For the Wipro Recruitment 2026 drive, the team is looking for an Associate to provide effective technical support. The role involves managing transactions as per quality standards and resolving client issues directly or through timely escalation to meet process Service Level Agreements (SLAs). The ideal candidate will field incoming help requests via telephone and email, document end-user issues, and troubleshoot queries in a user-friendly and professional manner. You will also be responsible for maintaining knowledge bases and identifying trends in call logs to prevent future problems.
Roles and Responsibilities
- Client Interaction: Field incoming help requests from clients via telephone and email in a courteous manner.
- Documentation: Document all pertinent end-user identification information and the nature of the problem.
- Tracking: Record, track, and document all queries, problem-solving steps, and resolutions.
- Troubleshooting: Provide product support by performing question diagnosis and guiding users through step-by-step solutions.
- Process Adherence: Follow standard processes and procedures to resolve all client queries within defined SLAs.
- Knowledge Management: Maintain and update self-help documents and internal knowledge bases.
- Escalation: Identify red flags and escalate serious client issues to the Team Leader when necessary.
Skills and Eligibility Criteria
Educational Background: B.E / B.Tech in a relevant field.
Experience: Freshers.
Mandatory Technical Skills:
- Strong Customer Service skills.
Competencies:
- Ability to organize ideas and effectively communicate oral messages appropriate to listeners.
- Ability to identify and learn product details to facilitate troubleshooting.
- Willingness to undertake product trainings and ensure compliance with SLAs.