Business Process Support Specialist

hace 1 día

Xico, México Wipro Technologies A tiempo completo

Job Title: Business Process Support Specialist

About Us: Wipro Technologies is a leading information technology consulting and outsourcing company that enables businesses to achieve their objectives. We are seeking a highly skilled and experienced Business Process Support Specialist to join our team.

Salary: The estimated salary for this position is $65,000 - $80,000 per annum, depending on experience and qualifications.

Job Description:

Key Responsibilities:

  • Provide effective technical support to business processes and actively resolve client issues directly or through timely escalation.
  • Support process by managing transactions as per required quality standards.
  • Field 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 SLAs 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.
  • Maintain and update self-help documents for customers to speed up resolution time.
  • Identify red flags and escalate serious 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.
  • Avoid 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 professional 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.

Stakeholder 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.
  • Behavioral Competencies: Collaborative working, Problem solving and decision making, Attention to Detail, Execution Excellence, Client (Internal) Centricity, Effective Communication.

Performance Parameters:

  • No. 1: Process
    No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback.
  • No. 2: Self-Management
    Productivity, efficiency, absenteeism, Training Hours, No of technical training completed.

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