Process Associate

Wipro is hiring for the role of Process Associate! Responsibilities of Candidate: Fielding all incoming help requests from clients via telephone and/or email 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 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 calls and emails using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers 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 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 the 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 the team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoid legal challenges by complying with service agreements 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 calls and emails 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 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 Requirements: Candidates should have Excellent English Communication Skills and Excellent Typing skills. H.Sc / Graduate freshers with good communication. US healthcare experience will be an advantage. Knowledge of basic computer operations. Willingness to work in the late evening and night shifts. Courteous with strong customer service orientation. Good listening and speaking skills. Typing speed 30/90% SVAR test mandatory.