Logo of Huzzle

Home

Matches

Explore

Manage

Analyst

image

Wipro

1mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity
  • United Kingdom, +15
    Remote

AI generated summary

  • You should have process knowledge, collaborative skills, problem-solving ability, attention to detail, execution excellence, client-centricity, and effective communication skills.
  • You will manage client queries via calls/emails, document issues, troubleshoot, provide product support, maintain logs, escalate unresolved issues, and ensure compliance with SLAs while delivering excellent service.

Requirements

  • Functional Competencies/ Skill
  • Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent
  • Behavioral Competencies
  • Collaborative working
  • Problem solving and decision making
  • Attention to Detail
  • Execution Excellence
  • Client (Internal) Centricity
  • Effective Communication

Responsibilities

  • 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 SLA’s 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
  • 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
  • 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

FAQs

What is the primary role of an Analyst in this position?

The primary role of an Analyst is to provide effective technical support to the process and resolve client issues directly or through timely escalation, ensuring adherence to process SLAs.

What types of client requests will an Analyst handle?

An Analyst will handle all incoming help requests from clients via telephone and/or emails, focusing on diagnosing and troubleshooting issues related to the products and services offered.

What tools will an Analyst use to track client queries?

An Analyst will use the designated tracking software to accurately process and record all incoming calls and emails, as well as the RAVE system to update availability and productivity.

How is customer service performance measured for this role?

Customer service performance is measured through the number of cases resolved per day, compliance with process and quality standards, meeting process-level SLAs, pulse scores, and customer feedback.

What kind of training is required for this position?

Analysts are required to undertake product training to stay current with product features and participate in any product-specific training per client requirements or recommendations.

What is expected in terms of communication with clients?

Analysts are expected to communicate effectively and courteously with clients, assisting them in navigating product menus, troubleshooting issues, and documenting all interactions accurately.

What are the behavioral competencies required for this role?

The behavioral competencies required include collaborative working, problem-solving and decision-making, attention to detail, execution excellence, client (internal) centricity, and effective communication.

How will Analysts escalate serious client issues?

Analysts will identify red flags and escalate serious client issues to the Team Leader if resolutions are not provided in a timely manner, ensuring that significant issues are addressed promptly.

What is the importance of maintaining knowledge bases for Analysts?

Maintaining knowledge bases is crucial for Analysts as it enables them to access internal resources and frequently asked questions to provide effective problem resolution and speed up the resolution time for clients.

Is there a focus on self-management for this role?

Yes, self-management is emphasized, with performance metrics including productivity, efficiency, absenteeism, training hours, and the number of technical training completed.

image

Wipro

Technology
Industry
10,001+
Employees
1945
Founded Year

Mission & Purpose

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 250,000 employees and business partners across 66 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.