Contract Administrator

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.

We are looking a Contract Administrator inside our account located in Costa Rica.

Job Description

Role Purpose

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

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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 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 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

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• 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, courteous and 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

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• 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

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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

A Contract Administrator is responsible for managing, maintaining, and administering contracts related to HPs products and services. This role ensures that all contract activities are conducted in accordance with HPI policies, legal requirements, and client expectations. The Contract Administrator is vital in supporting the business by facilitating accurate contract execution, tracking, and reporting, which helps mitigate risks and enhance operational efficiency. A primary responsibility is to ensure that the clients device install base is consistently updated according to the requirements set by the Client Manager and other stakeholders. It is essential that all databases are accurately aligned to enable the generation of precise Invoice Backup Reports (IBR) and monthly invoices.

Responsibilities

• Act as the primary point of contact for clients regarding contractual matters, ensuring clear and effective

communication of contract terms, conditions, and obligations

• Respond promptly to customer inquiries
• Prompt and proactive communication helps prevent last-minute issues, delays, or misunderstandings,

particularly with renewals or service-level expectations.

• Beyond resolving contract-related issues, this responsibility includes building and maintaining a strong

relationship with the client, which can lead to long-term partnerships and potential upselling opportunities.

• Compliance and Risk Management
• Ensure invoices are generated accurately and on time
• Assist in resolving any invoicing discrepancies or disputes by working closely with clients and internal

teams, ensuring prompt and satisfactory resolution

• Identify the root causes of disputes by analyzing contract terms, communications, and relevant

documentation, facilitating a clear understanding of the issues at hand

• Provide regular reports on contract performance, invoicing status, and key metrics to management
• Process contract amendments for any required changes, such as pricing adjustments or scope

modifications

• Reporting and analysis
• Collaboration with Stakeholders

Critical Skills required

• SAP experience
• Advanced Excel (pivot tables, v-look ups)

• Excellent written and verbal communication skills, English and Spanish • Flexibility

• Good analytical skills • Excellent English Communication Skills (Verbal & Written);

• Problem analysis and problem solving
• Client relationship capacity
• Proactivity
• Strong planning capacity
• Ability to work & communicate with people across organizational units.
• Synthesis capacity
• Self-confidence and independence in making decisions
• Exceptional organizational skills and attention to detail..

Information :

• Company : Wipro Limited
• Position : Contract Administrator
• Location : San José, Provincia de San José
• Country : CR