Associate Analyst

Wipro is hiring for the role of Associate Analyst!

Responsibilities of the Candidate:

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Support the 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 as 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 -

Avoid legal challenges by complying with service agreements -

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 -

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