Data Analyst
Requisition ID: 40637
Company: Wipro Limited
Location: Pune, India
Company Overview:
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company that builds innovative solutions to address clients' most complex digital transformation needs. With over 230,000 employees and business partners across 65 countries, Wipro delivers solutions that help customers, colleagues, and communities thrive in an ever-changing world. For more information, visit www.wipro.com.
Role Purpose:
The purpose of this role is to provide effective technical support to processes, actively resolve client issues, and meet process SLAs through direct resolution or timely escalation.
Key Responsibilities:
Support Process and Manage Transactions:
Handle transactions per defined quality standards.
Respond to client help requests courteously via telephone and email.
Document all relevant user information, including name, department, and problem details.
Maintain real-time availability in the RAVE system to ensure process productivity.
Track and document all client interactions, problem-solving steps, and resolution outcomes.
Follow standard processes to address and resolve client queries as per defined SLAs.
Provide Effective Client Support and Troubleshooting:
Diagnose and troubleshoot client queries to ensure high customer satisfaction.
Assist clients with product navigation and understanding features.
Offer alternative solutions where applicable to retain clients and business.
Follow up with clients to gather feedback and ensure SLA compliance.
Ensure Operational Excellence and Superior Customer Service:
Stay updated with product features, changes, and updates through training.
Participate in client-recommended product-specific and technical training.
Collaborate with team leaders to identify learning issues and suggest training themes.
Maintain self-help documents to accelerate query resolution and enhance client support.
Performance Parameters and Measures:
Process: Number of cases resolved daily, compliance with process and quality standards, meeting process-level SLAs, pulse score, and customer feedback.
Self-Management: Productivity, efficiency, absenteeism, training hours, and completion of technical training.
Why Join Wipro?
Wipro is an end-to-end digital transformation partner offering a space that empowers individuals to design their reinvention journey. Applications from people with disabilities are explicitly welcomed.
