Wipro Hiring Analyst in Hyderabad, Telangana - Apply Now

Job Description

The role provides effective technical support to the process and works to resolve client issues directly or through timely escalation to meet process SLAs.

Key Responsibilities

Support the process by managing transactions to the required quality standards

• Answer incoming help requests from clients by phone and/or email in a courteous manner
• Record end user details, including name, department, contact information and the nature of the issue
• Update your own availability in the RAVE system to keep the process productive
• Record, track and document all queries, problem-solving steps and successful and unsuccessful resolutions
• Follow standard processes and procedures to resolve client queries within the contracted SLAs
• Access and maintain internal knowledge bases, resources and FAQs to resolve client problems effectively
• Learn relevant product details to improve client interaction and troubleshooting
• Document and analyze call logs to identify recurring trends and prevent future problems
• Maintain and update self-help documents for customers to shorten resolution times
• Identify red flags and escalate serious issues to the team leader when resolution is delayed
• Make sure all product information and disclosures are provided to clients before and after calls or emails
• Comply with service agreements to avoid legal challenges

Deliver excellent customer service through effective diagnosis and troubleshooting

• Diagnose client questions and guide users through step-by-step solutions
• Help clients navigate product menus and understand product features
• Troubleshoot all client queries in a user-friendly, courteous and professional manner
• Keep logs and records of all customer queries according to standard procedures and guidelines
• Process and record every incoming call and email using the designated tracking software
• Offer alternative solutions where appropriate to retain customers and their business
• Communicate ideas clearly and appropriately for each listener and situation
• Make scheduled callbacks to customers to collect feedback and confirm compliance with contract SLAs

Build capability to ensure operational excellence and superior service levels for the existing account

• Complete product training to stay current with features, changes and updates
• Enroll in product-specific and other trainings as required or recommended by the client
• Work with team leaders to identify training themes and learning gaps to better serve the client
• Build job knowledge through self-learning and professional networks

Performance Measures

• Process: cases resolved per day, compliance with process and quality standards, meeting process-level SLAs, Pulse score and customer feedback
• Self-Management: productivity, efficiency, absenteeism, training hours and number of technical trainings completed

Mandatory skill: Investment Banking (Middle and Back Office).

Wipro is an end-to-end digital transformation partner. The company looks for people who are inspired by reinvention, in their careers and skills, and who want to help design their own growth.