Financial Analyst

As a Technical Support Specialist at Wipro Limited, your role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. You will be responsible for managing transactions, fielding help requests from clients, documenting end user information, and resolving client queries within defined SLAs. Your primary focus will be on delivering excellent customer service through diagnosis, troubleshooting, and providing product support to clients. - Support the process by managing transactions as per required quality standards - Field 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 the problem or issue - Update your 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 effective problem resolution - Identify and learn appropriate product details to facilitate better client interaction and troubleshooting - Document and analyze call logs to identify trends and 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 the Team Leader in cases of untimely resolution - Ensure all product information and disclosures are provided to clients before and after call/email requests - Deliver excellent customer service through effective diagnosis and troubleshooting of client queries - Provide product support and resolution to clients by performing a question diagnosis and guiding users through step-by-step solutions - Assist clients with navigating 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 standard procedures and guidelines - Accurately process and record all incoming calls and emails using the designated tracking software - Offer alternative solutions to clients where appropriate to retain customers - 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 with contracts/SLAs - Ability to deliver excellent customer service with strong communication skills - Proficiency in technical troubleshooting and problem-solving - Strong attention to detail and ability to follow standard processes and procedures - Willingness to learn and adapt to new product features and updates - Proven track record of meeting process SLAs and quality standards Wipro Limited is a leading technology services and consulting company focused on building innovative solutions for clients" digital transformation needs. With a global presence and a commitment to operational excellence, Wipro offers opportunities for personal and professional growth in a dynamic work environment.,