Process Associate

Responsibilities

• ✓Field incoming client queries by phone or email and resolve them using standard process guidelines
• ✓Record caller details and the exact nature of each issue accurately before starting any troubleshooting
• ✓Track and document every query, the steps taken to resolve it, and the final outcome
• ✓Use internal knowledge bases and FAQs to guide clients toward an accurate resolution
• ✓Diagnose client problems by asking the right questions and walking users through solutions step by step
• ✓Escalate serious or unresolved issues to your team leader instead of letting them go past SLA
• ✓Make scheduled follow-up calls to confirm a fix worked and gather feedback from the client
• ✓Complete assigned product trainings so your troubleshooting stays accurate as products change

Who You Are

• ✓Have completed HSC or graduation, since this role is open to freshers with no prior experience required
• ✓Demonstrate strong spoken and written English communication, since most of the role runs over calls and email
• ✓Show good listening skills, since accurate troubleshooting depends on understanding the issue correctly the first time
• ✓Have basic computer operation knowledge, including comfort navigating multiple systems during a live call
• ✓Be willing to work late evening and night shifts consistently, since this role runs on US hours
• ✓Type at a speed and accuracy level that meets the role's mandatory typing benchmark
• ✓Clear the mandatory SVAR voice and accent assessment as part of the hiring process
• ✓Be able to work from the office full-time, since this role isn't offered as remote

Nice-To-Haves

• ✓Prior experience in a US healthcare process, which the role calls out as a clear advantage
• ✓Any earlier voice-based customer service or BPO experience, even in an unrelated domain
• ✓A track record of completing structured product or process training programs quickly
• ✓Comfort using ticketing or case-logging software from a previous customer support role

About Wipro

Wipro Limited, listed on the NYSE, BSE and NSE, is a technology services and consulting company focused on digital transformation for its clients. It operates across consulting, design, engineering and operations, with over 230,000 employees and business partners spread across 65 countries. The company runs large operations and delivery centres across India, including Kolkata.