Amazon web services (AWS)
Location : Hyderabad, India
Categories: DOP
Req ID: 2917322
WIPRO Work From Home AWS Amazon Web Service Recruitment 2023
| Company Name | Wipro |
| Job Role | Amazon web services (AWS) |
| Total Vacancies |
Not mentioned |
| Qualifications | Any Degree |
| Year of Passing |
Any Year |
| Job Location | Hyderabad/Work From Home |
| Salary | ₹3.5 LPA |
| Gender | Male-Females |
| Age Limit |
18+ Above |
| Employment Type | Full -Time |
| Fresher / Experienced | Both Can Apply |
| Working Days | 5 day working week (2 Rotational week off) |
| Selection Process | Online Test or Online Interview |
| Application Mode | Online |
| Application Fee |
Nill |
| Apply Online Date | Already Started |
| Joining Day | Immediate Joiners Only |
| Application Last Date | Apply As Soon As Possible |
| Required Skills | Good communication (both verbal and written) skill in both English |
WIPRO Work From Home AWS Amazon Web Service Recruitment 2023 Job Description
Role 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.
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 speedup 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
- 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, courteousand 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
- 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
Competency Levels |
|
Foundation |
Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance. |
Competent |
Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell. |
Expert |
Applies the competency in all situations and is serves as a guide toothers as well. |
Master |
Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin 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 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 |
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