Spec Analyst

Wipro

Sep 29, 2024

Applications are closed

Job
Full-time
Junior & Mid Level
Data
IT & Cybersecurity
Hyderabad, +1

Requirements

Urgently Looking for Spec Associate
Location : Hyderabad
WFO- 5 days
Exp: 2-4 Years
Notice period : Immediate
Spec Associate: Naming and addressing
2 Years GIS exp
Geo editing exp- 1 Yrs
Aec/ QGIS
Exp in geo editing tool.
Must be having recent exp in Apple Maps N&A layer work experience.
Idenditify and replicate spec issue.
Pre production spec exp.
Skillset
Communication- Good
Tools knowledge-
Layer knowledge- Naming and addressing
Analysis/Thought process

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 job title for this position?

The job title is Spec Analyst.

Where is the job location?

The job location is Hyderabad.

What is the work arrangement for this role?

The work arrangement is Work From Office (WFO) for 5 days a week.

What is the required experience for this position?

The required experience is 2-4 years.

What is the notice period for applicants?

The notice period for applicants should be immediate.

What specific experience in GIS is required for this role?

Applicants need to have at least 2 years of GIS experience.

Is geo editing experience necessary for this role?

Yes, a minimum of 1 year of geo editing experience is required.

Are there specific tools and software that candidates should be familiar with?

Candidates should have experience with AEC/QGIS and geo editing tools.

What type of work experience with Apple Maps is required?

Recent experience in Apple Maps Naming and Addressing (N&A) layer work is required.

What is the purpose of the Spec Analyst role?

The purpose of the role is to provide effective technical support and actively resolve client issues to meet process SLAs.

What skills are important for this position?

Important skills include communication, tools and layer knowledge related to naming and addressing, and analytical thought processes.

How will performance be measured in this role?

Performance will be measured by the number of cases resolved, compliance to processes and quality standards, and customer feedback.

Will there be opportunities for training in this role?

Yes, there will be opportunities for product training and capability development.

What types of stakeholders will the Spec Analyst interact with?

The Spec Analyst will interact with internal stakeholders such as team leaders and HR, as well as external clients for query resolution.

What are the behavioral competencies required for this position?

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

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.