Overview
Associate Analyst
Wipro Limited is a global technology services and consulting company focused on delivering innovative solutions for digital transformation. The company works across consulting, design, engineering, and operations to help clients build sustainable and future-ready businesses.
Role Purpose
The role is responsible for providing effective technical support to processes and resolving client issues directly or through timely escalation while meeting process SLAs.
Key Responsibilities
- Manage transactions according to required quality standards.
- Handle incoming client support requests through phone and email in a professional manner.
- Document user details, issue descriptions, troubleshooting steps, and resolutions.
- Maintain availability in internal systems to support productivity goals.
- Track, record, and resolve customer queries following standard operating procedures.
- Use internal knowledge bases and FAQs to provide accurate issue resolution.
- Identify product details to support client interactions and troubleshooting.
- Analyze call logs and recurring trends to help prevent future issues.
- Maintain and update self-help documents for customers.
- Escalate unresolved or critical client issues to team leaders when required.
- Ensure compliance with service agreements and required disclosures.
Customer Support Responsibilities
- Provide product support and guide users through step-by-step troubleshooting.
- Assist customers in navigating product features and menus.
- Maintain logs and records of customer interactions using designated tracking tools.
- Offer alternative solutions when appropriate to retain customer relationships.
- Communicate effectively with customers during calls and email interactions.
- Conduct follow-ups and scheduled callbacks to capture feedback and ensure SLA compliance.
Learning and Development
- Participate in product and technical training programs to stay updated on product features and changes.
- Work with team leaders to identify training themes and learning improvements.
- Continue self-learning and maintain professional knowledge networks.
Performance Measures
- Cases resolved per day and adherence to quality standards.
- Meeting process SLAs and maintaining customer feedback scores.
- Productivity, efficiency, training completion, and attendance metrics.
Mandatory Skill
Retail Banking (BA)
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Key Skills
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Education Requirements
- Bachelor's degree in any discipline
Eligible Batch Years
Wipro
Wipro Limited is a leading global information technology, consulting, and business process services company headquartered in Bengaluru, India. Founded in 1945, Wipro has evolved from a vegetable oil manufacturer into one of the world’s most respected IT services firms. With a workforce of over 250,000 employees across six continents, the company delivers innovative solutions in areas such as cloud computing, artificial intelligence, cybersecurity, data analytics, and enterprise application services. Wipro’s mission is to help clients succeed in a changing world by leveraging technology, deep industry expertise, and a commitment to sustainability and social responsibility.
Recognized as one of the top IT service providers globally, Wipro has consistently ranked among the leaders in Gartner Magic Quadrants and other industry benchmarks. The company has made significant strides in digital transformation initiatives, renewable energy adoption, and diversity and inclusion programs. In recent years, Wipro has expanded its global footprint through strategic acquisitions and partnerships, strengthening its capabilities in high-growth areas such as digital engineering and cloud-native services.
Company Details
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Websitewipro.com