Wipro is hiring for Analyst
The job you are looking for is no longer available..- Company Name
- Wipro
- Company Website
- https://www.wipro.com/
- Job Role
- Analyst
- Job Type
-
- Fresher
- Experienced
- Job Location
-
- Gurgaon
- Education
-
- Graduate
- Job will expire on
- 19 Jan 2024
Eligibility Criteria
- 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 a 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 calls and emails using the designated tracking software
- Offer alternative solutions to clients (where appropriate) to retain customers’ and clients’ business
Job Description
- 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 on availability in the RAVE system to ensure the 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 questions
- Resolve client queries as per the SLAs 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 client interaction and troubleshooting
- Document and analyze call logs to spot the most occurring trends in future problems
- Maintain and update self-help documents for customers to speed up resolution time
- Identify red flags and escalate serious client issues to the 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
Job Seeker Advisory & Application Guidelines
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