Wipro Hiring Freshers 2023 – Analyst Posts – Best Job Today In Gurugram
Post Name
Analyst
Date
August 07, 2023
Short Info.
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
Why You Should Join
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 clientqueries
Resolve client queries as per the SLA’s defined in thecontract
Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients
Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends toprevent future problems
Maintain and update self-help documents for customers to speedup resolution time
Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
Ensure all product information and disclosures are given to clients before and after the call/email requests
Education Requirement
Graduate
Skills and Requirements
Functional Competencies/ Skill
Process Knowledge – Knowledge of assigned process, tools andsystems – Foundation to Competent
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
Location
Gurugram, India
How To Apply For a Wipro Limited
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