Associate Analyst

Wipro Limited is a global leader in technology services and consulting, dedicated to delivering innovative solutions that address complex digital transformation challenges. With a comprehensive portfolio spanning consulting, design, engineering, and operations, Wipro enables clients to achieve their most ambitious goals and build sustainable, future-ready businesses. Operating across 65 countries with over 230,000 employees and partners, Wipro is committed to helping customers, colleagues, and communities thrive in a rapidly evolving world.

Key Responsibilities

Provide effective technical support and manage client transactions: Handle incoming client requests via telephone and email courteously, documenting all relevant user information and the nature of issues. Ensure availability is updated in internal systems to maintain process productivity. Record and track all queries, problem-solving steps, and resolution outcomes while adhering to standard procedures and service level agreements (SLAs). Utilize internal knowledge bases and FAQs to resolve issues efficiently and maintain self-help documentation to expedite future resolutions. Identify recurring problems through call log analysis and escalate unresolved or critical issues promptly to team leaders. Ensure all product information and disclosures are communicated clearly to clients to comply with service agreements and avoid legal challenges.

Deliver excellent customer service through diagnosis and troubleshooting: Provide step-by-step guidance to clients for product support and resolution, assisting with navigation and understanding of product features. Troubleshoot queries professionally and maintain detailed logs of all customer interactions using designated tracking software. Offer alternative solutions when appropriate to retain customer business. Communicate effectively, organize ideas clearly, and conduct follow-ups or scheduled callbacks to gather feedback and ensure compliance with contracts and SLAs.

Build capability to ensure operational excellence: Participate in ongoing product training to stay updated on features, changes, and client-specific requirements. Collaborate with team leaders to identify training needs and learning opportunities that enhance client service. Engage in self-learning and maintain professional networks to continuously improve job knowledge and performance.

Required Qualifications

Experience in Retail Banking (Business Analyst) or a related domain is essential. Candidates should demonstrate strong technical support skills, excellent communication abilities, and a customer-centric approach. Familiarity with managing client interactions, troubleshooting, and adhering to SLAs is critical. The ability to document and analyze client issues systematically and escalate when necessary is also required.

Preferred Qualifications and Benefits

Wipro fosters a culture of reinvention and continuous learning, encouraging employees to evolve their careers and skills alongside the changing industry landscape. The company offers opportunities for professional growth through regular training programs and a supportive environment that values innovation and operational excellence. Joining Wipro means becoming part of a purpose-driven organization that empowers individuals to design their own career paths while contributing to transformative digital solutions.

Performance will be measured by the number of cases resolved daily, compliance with quality standards, adherence to SLAs, customer feedback, productivity, efficiency, and completion of technical training hours. This role is ideal for candidates motivated by continuous improvement and delivering superior customer service in a dynamic, global setting.