Wipro Off-campus Drive 2024 hiring Analyst | BE/B-Tech

Wipro Inviting Fresher’s

Designation:	Analyst
Batch:	Recent Batches
CTC:	4 LPA(Expected)
Work Place:	Gurugram
Experience:	Fresher
Qualification:	Bachelor’s Degree

Wipro Off-campus Drive 2024 hiring Analyst | BE/B-Tech

Job Description

1. Support process by managing transactions as per required quality standards
   1. Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
   2. Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
   3. Update own availability in the RAVE system to ensure productivity of the process
   4. Record, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutions
   5. Follow standard processes and procedures to resolve all client queries
   6. Resolve client queries as per the SLA’s defined in the contract
   7. Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
   8. Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
   9. Document and analyze call logs to spot most occurring trends to prevent future problems
   10. Maintain and update self-help documents for customers to speed up resolution time
   11. Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
   12. Ensure all product information and disclosures are given to clients before and after the call/email requests
   13. Avoids legal challenges by complying with service agreements

1. Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
   1. Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
   2. Assist clients with navigating around product menus and facilitate better understanding of product features
   3. Troubleshoot all client queries in a user-friendly, courteous and professional manner
   4. Maintain logs and records of all customer queries as per the standard procedures and guidelines
   5. Accurately process and record all incoming call and email using the designated tracking software
   6. Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
   7. Organize ideas and effectively communicate oral messages appropriate to listeners and situations
   8. Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

1. Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
   1. Undertake product trainings to stay current with product features, changes and updates
   2. Enroll in product specific and any other trainings per client requirements/recommendations
   3. Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
   4. Update job knowledge by participating in self learning opportunities and maintaining personal networks

About Wipro

Wipro is a multinational corporation that operates in the fields of information technology, consulting, and business process services. The company was founded in 1945 by Mohamed Premji in Bangalore, India, and has since grown to become one of the largest IT companies in the world. Wipro provides a range of services, including IT consulting, application development, and infrastructure management, to clients across various industries. The company is known for its commitment to innovation and its focus on creating long-term value for its stakeholders. It is listed on the Bombay Stock Exchange and the National Stock Exchange of India.

Wipro Off-campus Drive 2024 hiring Analyst | BE/B-Tech

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