19 Atg Commerce Jobs

Key Responsibilities: Responsible for monitoring JC Penney website/front-end Content (browse based) for all channels (Dotcom, Mobile & App) keeping user experience in mind. Validate Site Navigation of JCPenney.com which involves department pages, content validation, ratings and reviews, product pages and coupons Auditing and quality checking the website and track, identify errors and fix issues immediately Taking accountability and ensuring accuracy by proactively validating various web pages and PDP enhancements to ensure customers have seamless experience for shopping at jcpenney.com Monitoring Content Operations mailbox, address and respond to queries by Business Units, Buyers and Digital Merchants Effectively communicate and collaborate with cross functional teams in U.S. and BLR under supervision of associates Cross functional collaboration with various teams like Issue Management, Pricing Operations Site Reliability Engineering, Marketing, Imaging, Merchandising etc. to ensure execution without any issues thereby ensuring seamless customer experience on the website Publish daily, weekly status reports and update internal dashboards Mandatory Skillsets: Bachelors degree Minimum 2-3 years of relevant experience in ecommerce operations or support Proficient in MS-Excel Must have good verbal and written communication skills to be able to communicate effectively with teams globally Not a must, but added advantage of knowledge and hands-on experience in Content Management System (CMS) like Iris, Coremedia, Hybris, Endeca etc Strong analytical skills and logical reasoning Experience handling issues and remediation Good understanding of eCommerce product page and frontend customer experience Individual is expected to work on night shifts as and when business requires

V - Sr. Business AnalystDegree in Computer Science, MIS, IT or other related fields.A minimum of 5 years of experience in business analysis(Appian related field) or in the related field. The maximum is 15 years. UAT Testing, Appian develop experience is essential. Domain/Business KnowledgeManufacturing/AutomotiveGlobal Markets - Good Knowledge in Dispute Management, Fund, Investment Banking.Exceptional analytical and conceptual thinking skills.Flexibility to travel onsite Strong communication skillsMBA from a top-tier college university with highly relevant work experienceTrack record of complex projects with multiple stakeholders completed successfullyWork experience in BPM spacePassion for technology and for pushing new concepts, products, and servicesA strong bias toward collaboration and ability to work effectively in a cross-functional & dispersed teamExcellent interpersonal skills and ability to drive consensus with internal and externalstakeholder Qualifications Degree Job Location

Location: PAN INDIA 1) 7+yrs of Appian experience 2) Appian L3 certified 3) Experience in enterprise-level solution architecture and systems integration 4) Strong leadership abilities and the ability to lead Appian projects and teams Mandatory Skills: Appian. Experience: 5-8 Years.

We are looking for an experienced Avaloq parameterizationspecialist to strengthen the current team. Candidates are expected to providestrong technical skills in requirements gathering, software development andsolution design. Candidates also require work experience with the AvaloqBanking Suite. Avaloq parameterization, development of software changes including unit testing with minimum 2 years of Avaloq Development experience. Understand user requirements and provide solutions using Avaloq Parametrization. Work with business stakeholders on solution requirement including mapping business process, establishing project scope and goals. Having a good understanding of Wealth Management/ Investment Banking products. Fundamentals of Avaloq Customization (ACP)/ ACCP Certified is big advantage. About you: Software development / Avaloq parameterization. Solid understanding of Oracle databases and PL/SQL. Requirements engineering and solution design. Analytical, structured and efficient way of working. Ability to deliver complex solutions independently. Good command of English and excellent communication skills. 2+ Years of experience in Avaloq development. University degree or equivalent in engineering, preferably in computer science. General software programming experience. Avaloq parameterization and development ofcustomized functionality.

We are looking for a skilled Appian Developer with 4 to 7 years of experience to join our team in Hybrid-. The ideal candidate will have a strong background in Appian and workflows. Roles and Responsibility Design, develop, and implement Appian applications and workflows. Collaborate with cross-functional teams to identify and prioritize project requirements. Develop and maintain high-quality, efficient, and well-documented code. Troubleshoot and resolve technical issues efficiently. Participate in code reviews and contribute to improving overall code quality. Stay updated with the latest Appian features and best practices. Job Minimum 4 years of experience in Appian development. Strong knowledge of Appian, workflows, and related technologies. Excellent problem-solving skills and attention to detail. Ability to work collaboratively in a team environment. Strong communication and interpersonal skills. Experience working with Genpact is an added advantage. The selected candidate will be offered a contract-based position for an initial period of 6 months, with the possibility of extension based on performance and mutual agreement.

Job descriptionwe are looking for an Appian Developer to join our team and contribute to the development, optimization, and maintenance of business applications using the appian low-code platform. This role involves working closely to implement efficient solutions while ensuring best practices in Appian development. Responsibilities: Develop and Optimize Appian applications, ensuring performance, security, and scalability. Implement business workflows and process automation using Appian process models and rules. Integrate Appian applications with external systems via APIs. Manage deployments CI/CD via pipeline. Help to development Team to assure quality software deliverables. Resolve Incidents and Technical problems that can arise during in Production environment. : 4+ years of hands-on experience in Appian development, including recent versions. Proficiency in SAIL components, Process Models, Records, Reports, and Expression Rules. Experience integrating Appian with APIs, relational database (SQL), and plug-ins. Experience working in Agile environments, following best practices in SDLC and DevOps methodologies. Problems resolution and Team working. Desirable: Hands-on experience with CI/CD pipelines automation tools. Ability to analyze and optimize complex business processes for better automation and efficiency. Knowledge of message brokers (kafka)

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do 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 SLAs 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 Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: Institutional_Finance_Buy_Side_Others. Experience1-3 Years.

Project Role : Application Lead Project Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact. Must have skills : Appian Process Automation Good to have skills : NAMinimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Lead, you will lead the effort to design, build, and configure applications, acting as the primary point of contact. You will oversee the development process and ensure successful project delivery. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work-related problems.- Lead the design and development of applications.- Act as the primary point of contact for the project team.- Provide guidance and mentorship to junior team members.- Collaborate with stakeholders to gather requirements and define project scope.- Ensure timely delivery of high-quality solutions. Professional & Technical Skills: - Must To Have Skills: Appian development knowledge with hands-on experience - Proficiency in Appian Process Automation - Strong understanding of process automation and workflow design.- Experience in implementing complex business processes using Appian.- Knowledge of Appian architecture and best practices.- Hands-on experience in Appian development and configuration. Additional Information:- The candidate should have a minimum of 3 -5 years of experience in Appian Process Automation.- This position is based at our Hyderabad office.- Presence at office premises at least of 2 days per week is mandatory and no WFH policy as per Accenture guidelines.-Shift timings 11AM to 8PM Qualification 15 years full time education

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do 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 SLAs 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 Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: Institutional_Finance_Buy_Side_Others. Experience3-5 Years.

About Persistent We are a trusted Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what’s next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world including 12 of the 30 most innovative US companies, 80% of the largest banks in the US and India, and numerous innovators across the healthcare ecosystem. Our growth trajectory continues, as we reported $1,231M annual revenue (16% Y-o-Y). Along with our growth, we’ve onboarded over 4900 new employees in the past year, bringing our total employee count to over 23,500+ people located in 19 countries across the globe. Persistent Ltd. is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds. For more details please login to www.persistent.com About The Position We are looking for an Appian developer who will be responsible for the design, development, testing, and maintenance of enhancements and defect fixes. To succeed in this role, you will collaborate with our business analysts, developers, and software testers to create solutions that meet quality standards and stakeholder needs. What You?ll Do Develop and implement Appian and web-based applications Provide technical guidance to mid-level developers as and when required Work with business users to translate business requirements into technical designs to map and load data from source systems to the data warehouse Build critical Appian based application as well as associated integration components in Java Develop applications in Appian business process management and integrate with other COTS products Problem solve and estimate and size Appian business requirements Debug issues in interfaces and process models Expertise You?ll Bring Qualifications & Certifications: Bachelor?s Degree in Computer Science, Computer Engineering or a closely related field Appian Analyst and Appian Designer Level certified; At least one major programming language Sites, complex SAIL forms Multiple integrations with external systems Understanding the differences between REST, SOAP and the basic design principles in integrating to web services. Other skills: The ability to: Scope Appian projects Lead a team of distributed engineers Benefits Competitive salary and benefits package Culture focused on talent development with quarterly promotion cycles and company-sponsored higher education and certifications Opportunity to work with cutting-edge technologies Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards Annual health check-ups Insurance coverage : group term life , personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents Inclusive Environment •We offer hybrid work options and flexible working hours to accommodate various needs and preferences. •Our office is equipped with accessible facilities, including adjustable workstations, ergonomic chairs, and assistive technologies to support employees with physical disabilities. Let's unleash your full potential. See Beyond, Rise Above

About Persistent We are a trusted Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what’s next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world including 12 of the 30 most innovative US companies, 80% of the largest banks in the US and India, and numerous innovators across the healthcare ecosystem. Our growth trajectory continues, as we reported $1,231M annual revenue (16% Y-o-Y). Along with our growth, we’ve onboarded over 4900 new employees in the past year, bringing our total employee count to over 23,500+ people located in 19 countries across the globe. Persistent Ltd. is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds. For more details please login to www.persistent.com About The Position We are looking for an Appian developer who will be responsible for the design, development, testing, and maintenance of enhancements and defect fixes. To succeed in this role, you will collaborate with our business analysts, developers, and software testers to create solutions that meet quality standards and stakeholder needs. What You?ll Do Develop and implement Appian and web-based applications Provide technical guidance to mid-level developers as and when required Work with business users to translate business requirements into technical designs to map and load data from source systems to the data warehouse Build critical Appian based application as well as associated integration components in Java Develop applications in Appian business process management and integrate with other COTS products Problem solve and estimate and size Appian business requirements Debug issues in interfaces and process models Expertise You?ll Bring Qualifications & Certifications: Bachelor?s Degree in Computer Science, Computer Engineering or a closely related field Appian Analyst and Appian Designer Level certified; At least one major programming language Sites, complex SAIL forms Multiple integrations with external systems Understanding the differences between REST, SOAP and the basic design principles in integrating to web services. Other skills: The ability to: Scope Appian projects Lead a team of distributed engineers Benefits Competitive salary and benefits package Culture focused on talent development with quarterly promotion cycles and company-sponsored higher education and certifications Opportunity to work with cutting-edge technologies Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards Annual health check-ups Insurance coverage : group term life , personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents Inclusive Environment •We offer hybrid work options and flexible working hours to accommodate various needs and preferences. •Our office is equipped with accessible facilities, including adjustable workstations, ergonomic chairs, and assistive technologies to support employees with physical disabilities. Let's unleash your full potential. See Beyond, Rise Above.

About Persistent We are a trusted Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what’s next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world including 12 of the 30 most innovative US companies, 80% of the largest banks in the US and India, and numerous innovators across the healthcare ecosystem. Our growth trajectory continues, as we reported $1,231M annual revenue (16% Y-o-Y). Along with our growth, we’ve onboarded over 4900 new employees in the past year, bringing our total employee count to over 23,500+ people located in 19 countries across the globe. Persistent Ltd. is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds. For more details please login to www.persistent.com About The Position We are looking for an Appian developer who will be responsible for the design, development, testing, and maintenance of enhancements and defect fixes. To succeed in this role, you will collaborate with our business analysts, developers, and software testers to create solutions that meet quality standards and stakeholder needs. What You?ll Do Develop and implement Appian and web-based applications Provide technical guidance to mid-level developers as and when required Work with business users to translate business requirements into technical designs to map and load data from source systems to the data warehouse Build critical Appian based application as well as associated integration components in Java Develop applications in Appian business process management and integrate with other COTS products Problem solve and estimate and size Appian business requirements Debug issues in interfaces and process models Expertise You?ll Bring Qualifications & Certifications: Bachelor?s Degree in Computer Science, Computer Engineering or a closely related field Appian Analyst and Appian Designer Level certified; At least one major programming language Sites, complex SAIL forms Multiple integrations with external systems Understanding the differences between REST, SOAP and the basic design principles in integrating to web services. Other skills: The ability to: Scope Appian projects Lead a team of distributed engineers Benefits Competitive salary and benefits package Culture focused on talent development with quarterly promotion cycles and company-sponsored higher education and certifications Opportunity to work with cutting-edge technologies Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards Annual health check-ups Insurance coverage : group term life , personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents Inclusive Environment •We offer hybrid work options and flexible working hours to accommodate various needs and preferences. •Our office is equipped with accessible facilities, including adjustable workstations, ergonomic chairs, and assistive technologies to support employees with physical disabilities. Let's unleash your full potential. See Beyond, Rise Above.

Responsibilities 1) Perform parameterization and customization in Avaloq Core Banking Platform 2) Analyse business requirements and design / propose software solutions 3) Design, build and maintain efficient, re-usable and reliable code to ensure best possible performance and quality 4) Provide technical expertise and support for internal and external stakeholders 5) Mentor and coach team members 6) Assist project / program managers in project planning & project strategies a) More than 3 years of development experience in Avaloq Core Banking Platform b) Participation in multiple Avaloq Core Banking Platform implementations in various business / technical streams c) Ability to develop high level software designs and solutions d) Excellent analytical skills and systematic approach to problem solving e) Ability to articulate complex technical issues to business stakeholders f) Good understanding of core business processes and products in the private banking industry g) Excellent interpersonal and communication skills with a good command of written and spoken English

Luminous Power Technologies Pvt. Ltd is looking for CSC Manager to join our dynamic team and embark on a rewarding career journey Team Leadership: Manage and lead a team of employees, providing direction, guidance, and support to achieve departmental or organizational goals Planning and Strategy: Develop strategic plans, set goals, and create action plans to accomplish business objectives Operations Management: Oversee day-to-day operations, ensuring efficient workflow, resource allocation, and adherence to policies and procedures Budgeting and Financial Management: Manage budgets, allocate resources, monitor expenses, and contribute to financial planning Performance Management: Set performance expectations, conduct performance evaluations, and provide coaching and feedback to team members Project Management: Plan, execute, and monitor projects, ensuring timely completion, quality, and alignment with objectives

Job Information Job Opening ID ZR_2056_JOB Date Opened 31/10/2023 Industry Technology Job Type Work Experience 6-10 years Job Title Avaloq Developer City Hyderabad Province Telangana Country India Postal Code 500003 Number of Positions 15 Responsibilities 1) Perform parameterization and customization in Avaloq Core Banking Platform 2) Analyse business requirements and design / propose software solutions 3) Design, build and maintain efficient, re-usable and reliable code to ensure best possible performance and quality 4) Provide technical expertise and support for internal and external stakeholders 5) Mentor and coach team members 6) Assist project / program managers in project planning & project strategies : a) More than 3 years of development experience in Avaloq Core Banking Platform b) Participation in multiple Avaloq Core Banking Platform implementations in various business / technical streams c) Ability to develop high level software designs and solutions d) Excellent analytical skills and systematic approach to problem solving e) Ability to articulate complex technical issues to business stakeholders f) Good understanding of core business processes and products in the private banking industry g) Excellent interpersonal and communication skills with a good command of written and spoken English check(event) ; career-website-detail-template-2 => apply(record.id,meta)" mousedown="lyte-button => check(event)" final-style="background-color:#2B39C2;border-color:#2B39C2;color:white;" final-class="lyte-button lyteBackgroundColorBtn lyteSuccess" lyte-rendered=""> I'm interested

Location: Pan India Notice Period: 0 - 30 days Job Description: Experience 4 to 10 years of JavaJ2EE development experience At least 2 years of experience working on enterprise ECommerce platform Must Have Skills : Proven knowledge on OOP Object Oriented Programming concepts Experience with Oracle ATG Commerce platform Worked on at least one application server JBoss IBM Websphere Weblogic etc Experience with HTML5 CSS3 JavaScript jQuery Bootstrap andor Material Experience developing large web sites or applications Experience in CICD tools like Jenkins or similar Experience in Requirement management tools like Atlassian Jira or similar tools Experience with Source code control systems like Bitbucket GitHub or similar REST API API development Microservices architecture etc Hands on experience in unit test coverage using Junit or similar Good understanding and experience building scalable and highperformance applications leveraging design patterns best architecturecoding practices Preferred Skills: Integration tools like SOA, APIGEE, SAP PI etc ERPs like SAP, Oracle, MFGPro Nice to Have Skills : Experience in Oracle PLSQL

Project Role : Application Lead Project Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact. Must have skills : Appian Process Automation Good to have skills : NA Minimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Lead, you will lead the effort to design, build, and configure applications, acting as the primary point of contact. You will oversee the development process and ensure successful project delivery. Roles & Responsibilities: Expected to perform independently and become an SME. Required active participation/contribution in team discussions. Contribute in providing solutions to work-related problems. Lead the design and development of applications. Act as the primary point of contact for the project team. Provide guidance and mentorship to junior team members. Collaborate with stakeholders to gather requirements and define project scope. Ensure timely delivery of high-quality solutions. Professional & Technical Skills: Must To Have Skills: Appian development knowledge with hands-on experience Proficiency in Appian Process Automation Strong understanding of process automation and workflow design. Experience in implementing complex business processes using Appian. Knowledge of Appian architecture and best practices. Hands-on experience in Appian development and configuration. Additional Information: The candidate should have a minimum of 3 -5 years of experience in Appian Process Automation. This position is based at our Hyderabad office(HDC3B) Presence at office premises at least of 2 days per week is mandatory and no WFH policy as per Accenture guidelines. Shift timings 11AM to 8PM-A 15 years full-time education with engineering background is required. Qualification 15 years full time education

The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. Analyst Roles and responsibilities: Analyze website internal search (site search) performance and provide suggestions for improvements Produce site search deliverables such as: Keyword research & optimization Implement redirects Creating disambiguator, recommended links and banners Dictionary update, sites search audits Working on reports by using tools like Omniture, Google Analytics etc. Will be working on site search platforms viz. IM Solr / Endeca etc. Technical and Functional Skills: Graduate with a minimum of 0 to 6 months of proven experience in SEO. Should be internet savvy and able to navigate websites easily Content Management System or eCommerce background preferred Good logical aptitude and ability to research on its own Good communication skills Intermediate knowledge of MS Excel, PowerPoint & Web Analytics

About The Role Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. ? Do 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 ? Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: Institutional_Finance_Buy_Side_Others. Experience1-3 Years. Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.