Toronto, Downtown Rail StDOP3072427Job DescriptionRole PurposeThe 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.DoSupport process by managing transactions as per required quality standardsFielding all incoming help requests from clients via telephone and/or emails in a courteous mannerDocument all pertinent end user identification information, including name, department, contact information and nature of problem or issueUpdate own availability in the RAVE system to ensure productivity of the processRecord, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutionsFollow standard processes and procedures to resolve all client queriesResolve client queries as per the SLA's defined in the contractAccess and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clientsIdentify and learn appropriate product details to facilitate better client interaction and troubleshootingDocument and analyze call logs to spot most occurring trends to prevent future problemsMaintain and update self-help documents for customers to speed up resolution timeIdentify red flags and escalate serious client issues to Team leader in cases of untimely resolutionEnsure all product information and disclosures are given to clients before and after the call/email requestsAvoids legal challenges by complying with service agreementsDeliver excellent customer service through effective diagnosis and troubleshooting of client queriesProvide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutionsAssist clients with navigating around product menus and facilitate better understanding of product featuresTroubleshoot all client queries in a user-friendly, courteous and professional mannerMaintain logs and records of all customer queries as per the standard procedures and guidelinesAccurately process and record all incoming call and email using the designated tracking softwareOffer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' businessOrganize ideas and effectively communicate oral messages appropriate to listeners and situationsFollow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAsBuild capability to ensure operational excellence and maintain superior customer service levels of the existing account/clientUndertake product trainings to stay current with product features, changes and updatesEnroll in product specific and any other trainings per client requirements/recommendationsPartner with team leaders to brainstorm and identify training themes and learning issues to better serve the clientUpdate job knowledge by participating in self learning opportunities and maintaining personal networksStakeholder InteractionStakeholder TypeStakeholder IdentificationPurpose of InteractionInternalTeam LeadersPerformance reviewHRHiring and employee engagement and retentionTraining TeamCapability developmentTechnical LeadTraining, issue escalation/ resolutionExternalClientQuery ResolutionDisplayLists the competencies required to perform this role effectively:Functional Competencies/ SkillProcess Knowledge - Knowledge of assigned process, tools and systems - Foundation to CompetentCompetency LevelsFoundationKnowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.CompetentConsistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.ExpertApplies the competency in all situations and is serves as a guide to others as well.MasterCoaches 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 CompetenciesCollaborative workingProblem solving and decision makingAttention to DetailExecution ExcellenceClient (Internal) CentricityEffective CommunicationDeliverNo.Performance ParameterMeasure1.ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2.Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed" Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicates including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity. "Retail Banking (CLM)If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at [email protected]. Do not email your resume to this ID as it is not monitored for resumes and career applications.Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at [email protected] are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.