Solutions Delivery Analyst

Role Overview: 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 supporting 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, documenting all pertinent end user identification information, and updating your availability in the RAVE system to ensure productivity of the process. Your primary goal is to deliver excellent customer service through effective diagnosis and troubleshooting of client queries. Key Responsibilities: - 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 - Update own availability in the RAVE system - Record, track, and document all queries received - Follow standard processes and procedures to resolve all client queries - Access and maintain internal knowledge bases, resources, and frequently asked questions - Document and analyze call logs to spot most occurring trends - Maintain and update self-help documents for customers - Identify red flags and escalate serious client issues to Team leader - Ensure all product information and disclosures are given to clients - Deliver excellent customer service through effective diagnosis and troubleshooting - Provide product support and resolution to clients - Troubleshoot all client queries in a user-friendly, courteous, and professional manner - Maintain logs and records of all customer queries - Accurately process and record all incoming calls and emails - Offer alternative solutions to clients - Organize ideas and effectively communicate oral messages - Follow up and make scheduled call backs to customers Qualifications Required: - Mandatory Skills: Health and Welfare (HW) - Experience: 3-5 Years In addition to the technical responsibilities, Wipro Limited is a leading technology services and consulting company focused on building innovative solutions that address clients" most complex digital transformation needs. With over 230,000 employees and business partners across 65 countries, the company delivers on the promise of helping customers, colleagues, and communities thrive in an ever-changing world. If you are inspired by reinvention and looking to join a business powered by purpose, Wipro offers a place where you can design your own reinvention and realize your ambitions. Applications from people with disabilities are explicitly welcome.,