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Associate Analyst

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Wipro

7d ago

  • Job
    Full-time
    Entry, Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Hyderabad, +1

AI generated summary

  • You must manage transactions, assist clients courteously, document issues, resolve queries per SLAs, provide product support, and maintain accurate logs while ensuring customer satisfaction.
  • You will manage client queries via calls/emails, document issues, troubleshoot solutions, maintain logs, ensure compliance, provide product support, and participate in training for continuous improvement.

Requirements

  • 1. Support process by managing transactions as per required quality standards
  • 2. Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • 3. Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • 4. Update own availability in the RAVE system to ensure productivity of the process
  • 5. Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • 6. Follow standard processes and procedures to resolve all client queries
  • 7. Resolve client queries as per the SLA’s defined in the contract
  • 8. Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • 9. Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
  • 10. Document and analyze call logs to spot most occurring trends to prevent future problems
  • 11. Maintain and update self-help documents for customers to speed up resolution time
  • 12. Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • 13. Ensure all product information and disclosures are given to clients before and after the call/email requests
  • 14. Avoids legal challenges by complying with service agreements
  • 15. Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • 16. Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • 17. Assist clients with navigating around product menus and facilitate better understanding of product features
  • 18. Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • 19. Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • 20. Accurately process and record all incoming call and email using the designated tracking software
  • 21. Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • 22. Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • 23. Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
  • 24. Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • 25. Undertake product trainings to stay current with product features, changes and updates
  • 26. Enroll in product specific and any other trainings per client requirements/recommendations
  • 27. Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • 28. Update job knowledge by participating in self learning opportunities and maintaining personal networks

Responsibilities

  • Support 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
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLA’s defined in the contract
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements
  • Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
  • Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

FAQs

What is the primary purpose of the Associate Analyst role?

The primary purpose of the Associate Analyst role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

What types of client queries will I be handling?

As an Associate Analyst, you will handle incoming help requests from clients via telephone and/or emails, including diagnosing issues, troubleshooting problems, and providing product support.

What are the key responsibilities of the Associate Analyst?

Key responsibilities include managing transactions according to quality standards, documenting client information, resolving client queries as per SLAs, accessing internal knowledge bases for effective problem resolution, and identifying trends in queries to prevent future issues.

How is customer service delivered in this role?

Excellent customer service is delivered through effective diagnosis and troubleshooting of client queries, guiding clients through step-by-step solutions, and providing alternative solutions when appropriate.

What kind of training will I receive as an Associate Analyst?

You will undergo product training to stay current with product features and changes, as well as additional training as per client requirements or recommendations to ensure capability development.

How will my performance be evaluated in this role?

Your performance will be evaluated based on the number of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, customer feedback, and personal productivity metrics.

Who are the key internal stakeholders I will interact with?

Key internal stakeholders include Team Leaders for performance reviews, HR for employee engagement and retention, the Training Team for capability development, and the Technical Lead for issue escalation and resolution.

What are the expected competencies for this role?

Expected competencies include functional competencies such as process knowledge, collaborative working, problem solving and decision making, attention to detail, execution excellence, client-centricity, and effective communication.

Are there growth opportunities within this role?

Yes, there are opportunities for growth. You can advance by demonstrating competencies at higher levels, coaching others, and building organizational capability in the competency areas relevant to the role.

How will I be expected to document client interactions?

You will be required to accurately process and record all incoming calls and emails using designated tracking software, maintain logs of customer queries, and document problem-solving steps taken for all interactions.

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Wipro

Technology
Industry
10,001+
Employees
1945
Founded Year

Mission & Purpose

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) 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. Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.