Analyst

Wipro Limited is a global leader in technology services and consulting, dedicated to delivering innovative solutions that address the complex digital transformation needs of clients worldwide. With a comprehensive portfolio spanning consulting, design, engineering, and operations, Wipro enables organizations 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 constantly evolving world.

Key Responsibilities

Provide effective technical support and manage client transactions: Handle all incoming client requests via telephone and email professionally and courteously. Accurately document user information, including name, department, contact details, and issue description. Maintain availability status in the RAVE system to ensure process productivity. Record, track, and document all queries, problem-solving steps, and resolution outcomes. Follow established procedures to resolve client issues within defined SLAs. Utilize internal knowledge bases and FAQs to facilitate efficient problem resolution. Continuously update self-help documents to accelerate response times. Identify recurring issues through call log analysis and escalate unresolved or critical problems to team leaders promptly. Ensure compliance with service agreements and provide all necessary product information and disclosures to clients.

Deliver excellent customer service through diagnosis and troubleshooting: Assist clients by diagnosing issues and guiding them through step-by-step solutions. Help users navigate product features and menus to enhance their understanding. Maintain detailed logs of customer interactions following standard protocols. Accurately process and record all calls and emails using designated tracking tools. Offer alternative solutions when appropriate to retain customer business. Communicate clearly and effectively, tailoring messages to the audience and situation. Conduct follow-ups and scheduled callbacks to gather feedback and ensure adherence to 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 improve service delivery. Engage in self-learning initiatives and maintain professional networks to enhance job knowledge and performance.

Required Qualifications

- Experience: 1 to 3 years in a relevant technical support or customer service role.
- Domain Knowledge: Familiarity with Retail Banking (Business Analyst) processes.
- Strong communication skills with the ability to manage client interactions professionally.
- Proficiency in documenting and tracking client issues using standard software tools.
- Ability to work under SLAs and meet quality and productivity standards consistently.

Preferred Qualifications and Benefits

Wipro encourages continuous learning and reinvention, offering a dynamic environment where employees can evolve their careers and skills alongside the business. The company supports professional growth through mandatory and technical training programs. Working at Wipro means joining a purpose-driven organization that empowers individuals to design their own career paths while contributing to cutting-edge digital transformation projects.

This role provides an opportunity to be part of a modern, forward-thinking company that values innovation, customer-centricity, and operational excellence. Candidates who thrive in fast-paced environments and are passionate about delivering superior customer service will find this position rewarding and impactful.