Job Title: Associate

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

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

͏

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 reliable 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
͏
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 skilled 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
͏
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)) .

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📌 Associate (India)
🏢 Wipro
📍 India