Associate – Technical Support

About the role

Wipro is hiring fresh engineering graduates for an Associate position in Technical Support. The role is based in Hyderabad and involves handling client queries via phone and email, documenting issues, troubleshooting problems, and ensuring service level agreements are met. You will work closely with a knowledge‑base team to continuously improve support processes.

Responsibilities

• Field incoming client help requests through telephone and email in a courteous manner.
• Record detailed client information, issue description, and resolution steps.
• Diagnose problems, guide users through step‑by‑step solutions, and resolve queries within defined SLAs.
• Maintain and update self‑help documents and internal knowledge bases.
• Identify recurring issues from call logs and suggest preventive measures.
• Escalate critical or unresolved cases to the Team Leader promptly.

Eligibility

• Graduated with B.E or B.Tech in a relevant engineering discipline.
• Strong customer service orientation and excellent verbal communication.
• Ability to learn product details quickly and apply technical aptitude to troubleshooting.
• Willingness to undergo product training and adhere to SLA commitments.

Skills

• Technical support
• Customer service
• Effective communication
• Documentation and knowledge management
• Troubleshooting and problem solving

Benefits

• Opportunity to work with a global technology services leader.
• Structured training and mentorship for fresh graduates.
• Exposure to diverse client environments and cutting‑edge solutions.
• Competitive compensation and performance‑based incentives.
• Access to Wipro’s employee wellness and development programs.