Senior Maps 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 supports clients in achieving ambitious goals and building sustainable, future-ready businesses. Employing over 230,000 professionals across 65 countries, the company 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 help requests from clients via phone or email professionally and courteously. Accurately document user information, including name, department, contact details, and the nature of the issue. Maintain availability updates in the internal system to ensure process productivity. Record and track all queries, problem-solving steps, and resolution outcomes. Follow established processes and procedures to resolve client issues within defined SLAs. Utilize internal knowledge bases and FAQs to aid in troubleshooting and problem resolution. Learn relevant product details to enhance client interactions. Analyze call logs to identify recurring trends and prevent future issues. Maintain and update self-help documentation to expedite resolution times. Identify critical issues and escalate them to team leaders when necessary. Ensure all product information and disclosures are communicated to clients, complying with service agreements to avoid legal challenges.

Deliver excellent customer service through diagnosis and troubleshooting: Provide product support by diagnosing client issues and guiding users through step-by-step solutions. Assist clients in navigating product features to improve their understanding. Troubleshoot queries with professionalism and courtesy. Maintain detailed logs of customer interactions following standard procedures. Accurately record all calls and emails using designated tracking software. Offer alternative solutions when appropriate to retain client business. Communicate effectively, tailoring messages to the audience and situation. Conduct follow-ups and scheduled callbacks to gather feedback and ensure compliance with contracts and SLAs.

Build capability for operational excellence and superior service: Participate in product training sessions to stay updated on features, changes, and enhancements. Enroll in client-specific and other recommended training programs. Collaborate with team leaders to identify training needs and learning opportunities. Engage in self-learning and maintain professional networks to continuously update job knowledge.

Required Qualifications

- 3 to 5 years of experience in technical support or related roles.
- Proficiency in Geographic Information Systems (GIS) and mapping technologies.
- Strong problem-solving skills with the ability to manage multiple client issues efficiently.
- Excellent communication skills, both verbal and written, with a customer-focused approach.
- Ability to work within SLAs and meet quality standards consistently.
- Familiarity with tracking software and internal knowledge management systems.

Preferred Qualifications and Benefits

Wipro encourages continuous learning and reinvention, offering opportunities to evolve your skills and career in a dynamic environment. The role supports personal and professional growth through ongoing training and collaboration. Employees benefit from being part of a purpose-driven organization that values innovation and empowers individuals to design their own career paths.

Performance in this role will be measured by the number of cases resolved daily, adherence to process and quality standards, SLA compliance, customer feedback, and productivity metrics such as training hours and absenteeism.

Join Wipro to be part of a modern, end-to-end digital transformation partner where your contributions help shape the future of technology and business.