Analyst

About the role

Wipro is hiring an Analyst to provide effective technical support to the process and resolve client issues directly or through timely escalation. The role involves handling client queries through telephone and email, troubleshooting issues, maintaining query and resolution records, following standard processes, meeting defined SLAs, and delivering excellent customer service. The mandatory skill for this role is Retail Banking (BA).

Responsibilities

• Manage process transactions according to required quality standards.
• Handle incoming client help requests through telephone and email.
• Document end-user information and the nature of problems or issues.
• Record, track, and document queries and problem-solving steps.
• Resolve client queries according to defined SLAs.
• Use internal knowledge bases and resources for effective problem resolution.
• Identify recurring issues and analyze call logs for trends.
• Maintain and update self-help documents for customers.
• Escalate serious client issues to the Team Leader when required.
• Provide product support through diagnosis and step-by-step solutions.
• Maintain logs and records of customer queries.
• Process incoming calls and emails using designated tracking software.
• Follow up with customers and conduct scheduled callbacks.
• Participate in product training and self-learning opportunities.

Requirements

• 1-3 years of experience.
• Mandatory skill: Retail Banking (BA).
• Strong client support and troubleshooting skills.
• Ability to resolve queries within defined SLAs.
• Good communication and customer service skills.
• Ability to document and track client issues accurately.
• Ability to analyze problems and provide appropriate solutions.

Benefits

• Technical support experience
• Exposure to retail banking processes
• Customer service experience
• Training and product knowledge development

Required Skills