Wipro is hiring for the position of Associate Analyst in Pune, India. Candidates with Bachelor’s/ Master’s degree degree are eligible to apply for this position. The complete information, eligibility criteria, and requirements are provided below.
Job Description:
| Company Name | Wipro |
| Position | Associate Analyst |
| Qualifications | Bachelor’s/ Master’s degree |
| Experience | Entry Level |
| Location | Pune, India |
Key Responsibilities:
Support the Process by Managing Transactions
- Manage assigned transactions in accordance with established quality standards.
- Respond to all incoming client help requests via telephone and email in a professional and courteous manner.
- Capture all relevant end-user details, including name, department, contact information, and the nature of the issue.
- Maintain accurate availability status in the RAVE system to support team productivity.
- Record, track, and document all queries, the troubleshooting steps taken, and the outcome of each resolution.
- Adhere to standard processes and procedures when resolving client queries.
- Resolve issues within the service levels (SLAs) defined in the client contract.
- Access and utilize internal knowledge bases, resources, and FAQs to support effective problem resolution.
- Acquire and maintain knowledge of product features and functionality to improve client interaction and troubleshooting.
- Analyze call logs to identify recurring trends and recommend measures to prevent future issues.
- Create and maintain self-help documentation to accelerate customer issue resolution.
- Escalate unresolved or critical client issues to the Team Leader in a timely manner.
- Ensure all required product information and disclosures are communicated to clients before and after calls or emails.
- Comply with service agreements and legal requirements to avoid potential challenges.
Deliver Excellent Customer Service Through Effective Diagnosis and Troubleshooting
- Provide accurate product support and resolution by diagnosing client issues and guiding users step-by-step to solutions.
- Assist clients in navigating product menus and understanding key product features.
- Troubleshoot all client queries in a professional, courteous, and user-friendly manner.
- Maintain detailed logs and records of all customer interactions in line with organizational procedures.
- Accurately document all incoming calls and emails in the designated tracking system.
- Offer appropriate alternative solutions to retain customer trust and business where direct resolution is not possible.
- Communicate clearly and organize messages to suit the listener and the situation.
- Conduct follow-ups and scheduled call-backs to collect feedback and ensure SLA/contract compliance.
Build Capability to Ensure Operational Excellence and Superior Customer Service
- Participate in ongoing product training to stay current with new features, changes, and updates.
- Complete client-recommended or product-specific training programs as required.
- Collaborate with team leaders to identify training needs, learning gaps, and improvement opportunities.
- Enhance job knowledge by engaging in self-learning opportunities and building professional networks.
Eligibility Criteria:
- Bachelor’s/ Master’s degree
About Company:
Wipro Limited is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 250,000 employees and business partners across 66 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.
How To Apply?
- First, read through all of the job details on this page.
- Scroll down and press the Click Here button.
- To be redirected to the official website, click on the apply link.
- Fill the details with the information provided.
- Before submitting the application, cross-check the information you’ve provided.
