At a Glance
- Tasks: Provide top-notch technical support and resolve client issues efficiently.
- Company: Join Servaada, a dynamic Wipro UK entity with a focus on customer service excellence.
- Benefits: Enjoy competitive pay, training opportunities, and a supportive work environment.
- Other info: Great opportunity for career growth in a fast-paced, collaborative setting.
- Why this job: Make a real difference by helping clients navigate and troubleshoot their tech challenges.
- Qualifications: Strong communication skills and a passion for problem-solving are essential.
The predicted salary is between 30000 - 40000 £ per year.
Overview: 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.
Responsibilities:
- Support process by managing transactions as per required quality standards.
- Field incoming help requests from clients via telephone and/or emails in a courteous manner.
- Document 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 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.
- 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 serious client issues to a 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 diagnostic questioning process while guiding users through step-by-step solutions.
- Assist clients with navigating 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 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.
- 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.
EUC Engineer in Bath employer: Wipro Technologies
At Servaada, we pride ourselves on being an exceptional employer, offering a dynamic work environment that fosters collaboration and innovation. Our commitment to employee growth is evident through comprehensive training programmes and opportunities for career advancement, all while maintaining a strong focus on delivering outstanding customer service. Located in the heart of the UK, our team enjoys a supportive culture that values each member's contributions, ensuring a rewarding and meaningful experience for all employees.
StudySmarter Expert Advice🤫
We think this is how you could land EUC Engineer in Bath
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wipro Technologies. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Wipro Technologies before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace EUC Engineer in Bath
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Wipro Technologies:Your cover letter is your chance to shine! Tell us why you want to work at Wipro Technologies specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Wipro Technologies!
How to prepare for a job interview at Wipro Technologies
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
