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Analyst

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Wipro

28d ago

  • Job
    Full-time
    Entry & Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Mumbai

AI generated summary

  • You must manage transactions, resolve client queries, document issues, maintain knowledge bases, analyze call trends, comply with SLAs, and demonstrate strong problem-solving and communication skills.
  • You will manage client queries via phone and email, document issues, track resolutions, maintain knowledge bases, and escalate serious problems while ensuring compliance with service agreements.

Requirements

  • 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
  • Knowledge of assigned process, tools and systems - Foundation to Competent
  • Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
  • Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
  • Applies the competency in all situations and is serves as a guide to others as well.
  • Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
  • Collaborative working
  • Problem solving and decision making
  • Attention to Detail
  • Execution Excellence
  • Client (Internal) Centricity
  • Effective Communication
  • No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
  • Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

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

FAQs

What is the main purpose of the Analyst role?

The main purpose of the Analyst role is to provide effective technical support to the process and resolve client issues directly or through timely escalation to meet process SLAs.

What are the primary responsibilities of an Analyst?

Primary responsibilities include managing transactions according to quality standards, fielding help requests from clients, documenting user information, tracking and documenting queries, resolving client queries per SLAs, and maintaining knowledge bases for problem resolution.

How are client queries resolved?

Client queries are resolved by following standard processes and procedures, accessing internal resources, and utilizing knowledge of product details to facilitate effective troubleshooting.

Who will I interact with as an Analyst?

You will interact with various stakeholders, including Team Leaders for performance reviews, HR for employee engagement, the Training Team for capability development, and Clients for query resolution.

What competencies are required for this role?

Required competencies include process knowledge, collaborative working, problem-solving, attention to detail, execution excellence, client-centricity, and effective communication.

What is the measurement for performance in this role?

Performance will be measured by metrics such as the number of cases resolved per day, compliance with quality standards, meeting SLAs, pulse scores, and customer feedback.

Is advanced knowledge required for the Analyst position?

While a foundational knowledge of the assigned processes is necessary, candidates can progress to more competent or expert levels as they gain experience.

What kind of training will I receive in this role?

You will receive training related to process knowledge, technical skills, and ongoing developmental training to enhance your capabilities.

Is there an emphasis on client interaction in this role?

Yes, there is a significant emphasis on client interaction, as the Analyst is responsible for resolving queries and ensuring client satisfaction.

What happens if a client issue cannot be resolved in a timely manner?

Serious client issues that cannot be resolved promptly should be escalated to the Team Leader to ensure they are addressed appropriately.

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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.