Senior Analyst-AM

Wipro Limited is a leading technology services and consulting company dedicated to creating innovative solutions for clients" complex digital transformation needs. With a global presence of over 230,000 employees and business partners across 65 countries, Wipro helps clients achieve their boldest ambitions and build sustainable businesses for the future. The company is committed to helping customers, colleagues, and communities thrive in an ever-changing world. Role Purpose: The role aims to provide effective technical support to the process and address client issues promptly to meet process SLAs. Key responsibilities include: Supporting the process by managing transactions according to quality standards Handling incoming help requests from clients via telephone and email in a courteous manner Documenting end user identification information and nature of problems Recording, tracking, and documenting all queries received and resolutions Resolving client queries as per defined SLAs Accessing internal knowledge bases and resources for effective problem resolution Maintaining self-help documents for customers to expedite resolution time Identifying trends in call logs to prevent future problems Escalating serious client issues to team leaders when necessary Deliver excellent customer service by diagnosing and troubleshooting client queries, providing product support, and guiding users through solutions. Key tasks include: Navigating clients through product menus and features Maintaining logs of customer queries Processing incoming calls and emails accurately Offering alternative solutions to retain customers Communicating effectively with clients Following up with customers to record feedback Build capability to ensure operational excellence and superior customer service levels by undertaking product trainings, staying current with product features, and collaborating with team leaders to identify training needs. Performance Parameters: Performance will be measured based on the number of cases resolved per day, compliance with process and quality standards, meeting SLAs, Pulse score, customer feedback, productivity, efficiency, absenteeism, training hours, and technical training completed. Join Wipro to be part of a modern, end-to-end digital transformation partner that encourages reinvention and constant evolution. Realize your ambitions at Wipro, a business powered by purpose and dedicated to empowering individuals to design their own reinvention. Applications from people with disabilities are explicitly welcome.,