Wipro is Hiring Analyst in Gurugram, Haryana | Apply by Nov 30, 2026

Job Description

The purpose of this role is to give effective technical support to the process and resolve client issues directly or through timely escalation, so that process SLAs are met.

Key Responsibilities

Support the process by managing transactions to the required quality standards

• Answer all 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 availability in the RAVE system to keep the process productive.
• Record, track and document all queries, problem-solving steps taken and successful and unsuccessful resolutions.
• Follow standard processes and procedures to resolve client queries within the SLAs defined in the contract.
• Use internal knowledge bases, resources and FAQs to resolve problems effectively.
• Learn relevant product details to improve client interaction and troubleshooting.
• Review call logs to identify common trends and prevent future problems.
• Maintain and update self-help documents for customers to shorten resolution time.
• Flag serious issues and escalate them to the Team Leader when resolution is delayed.
• Make sure 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

• Provide product support by diagnosing questions and guiding 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 customer queries according to standard procedures.
• Process and record all incoming calls and emails accurately 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 record feedback and confirm compliance with contract SLAs.

Build capability to maintain operational excellence and high service levels for the 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 that better serve the client.
• Keep your job knowledge current 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 a technology services and consulting company helping clients with digital transformation. Join a business that empowers you to shape your own reinvention.