Description:

Wipro Limited is inviting applications for the position of Senior Analyst in Gurugram. This role is best suited for candidates who possess strong technical support experience, with proven ability to troubleshoot client issues effectively while ensuring superior customer service.

Role Purpose:

The Senior Analyst will be responsible for providing technical support to business processes, handling client queries, resolving issues, and ensuring SLA compliance. By documenting processes and calls, analyzing issues, and preventing recurrence, the role plays a key part in maintaining smooth operations and high customer satisfaction.

Key Responsibilities:

• Handle and manage transactions ensuring quality standards are met.
• Respond to client requests via calls and emails in a polite, professional, and timely manner.
• Document end-user details and issues accurately for future reference.
• Record, analyze, and track client issues to identify recurring problems and recommend preventative measures.
• Assist clients with troubleshooting, navigation, and product-related explanations.
• Maintain logs, call records, and documentation as per internal processes.
• Escalate critical issues to team leaders when resolution is not feasible within SLA timelines.
• Deliver consistent, high-quality customer service to meet defined thresholds of performance.
• Maintain self-help documentation to enable quicker client resolution.
• Participate in skill and product training sessions to remain updated with features and updates.
• Support peers and contribute to a cohesive client support environment.

Performance Metrics:

1. Process – SLA adherence, cases resolved per shift/day, compliance to standards, customer satisfaction, and quality scores.
2. Self-Management – Productivity and efficiency measures, training participation, and consistent personal development.

Key Technical Skills:

Institutional_Finance_Buy_Side_Others, Troubleshooting, Customer support process knowledge, Product knowledge management, SLA compliance

Requirements:

• A graduate degree in business, finance, technology, or a related field.
• 3-5 years of experience in providing process or technical support, preferably in finance or buy-side institutional environments.
• Strong communication skills (oral and written) with the ability to explain technical details to non-technical users clearly.
• Familiarity with institutional finance and buy-side processes.
• Experience managing and documenting queries with tracking tools.
• Problem-solving skills with logical, user-friendly customer interaction.
• Ability to deliver under pressure, handle escalations, and maintain SLA compliance.
• Commitment to continuous upskilling and learning.