Tiger Graph or Neo4J

Role Overview: You will be responsible for supporting process delivery by ensuring the daily performance of the Production Specialists, resolving technical escalations, and developing technical capability within the team. Key Responsibilities: - Oversee and support the process by reviewing daily transactions on performance parameters - Review performance dashboard and scores for the team - Support the team in improving performance parameters by providing technical support and process guidance - Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions - Ensure standard processes and procedures are followed to resolve all client queries - Resolve client queries as per the SLAs defined in the contract - Develop an understanding of the process/product for team members to facilitate better client interaction and troubleshooting - Document and analyze call logs to identify common trends and prevent future problems - 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 the call/email requests - Handle technical escalations through effective diagnosis and troubleshooting of client queries - Manage and resolve technical roadblocks/escalations as per SLA and quality requirements - Timely escalate unresolved issues to TA & SES - Provide product support and resolution to clients by guiding users through step-by-step solutions - Troubleshoot client queries in a user-friendly, courteous, and professional manner - Offer alternative solutions to clients with the objective of retaining customer business - Mentor and guide Production Specialists on improving technical knowledge - Collate and conduct trainings (Triages) to bridge skill gaps identified through interviews - Develop and conduct product-specific trainings for Production Specialists - Inform clients about the conducted trainings - Stay updated with product features, changes, and updates through trainings - Identify common problems and recommend appropriate resolutions to the team - Update job knowledge through self-learning opportunities and maintaining personal networks Qualification Required: - Mandatory Skill: Neo4j Graph Database - Experience: 5-8 Years Additional Details of the Company: Wipro is a leading technology services and consulting company focused on building innovative solutions for clients" complex digital transformation needs. With over 230,000 employees and business partners across 65 countries, Wipro aims to help customers, colleagues, and communities thrive in an ever-changing world. The company is dedicated to reinventing itself and invites individuals inspired by reinvention to join their team and realize their ambitions. Applications from people with disabilities are explicitly welcome.,