Wipro Hiring Freshers as Technical Analyst Positions – Wipro Recruitment

Company Name: Wipro

Job Role: Technical Analyst

Experience: No Prior Exp Required

Qualification: Any Graduate

Job Type: Full Time

Job Location: Mumbai

Salary: Best in Industry

Job Description:

Responsibilities of the Candidate:

• Review team performance dashboards and individual/team scores regularly
• Support the team in improving performance by offering technical assistance and process guidance
• Record, track, and document all client queries, troubleshooting steps, and resolution outcomes
• Ensure standard operating procedures are followed for resolving all client issues
• Resolve client queries within SLA timelines defined in contracts
• Develop product and process understanding among team members for improved troubleshooting and client interactions
• Analyze call logs and recurring issues to identify trends and implement preventive measures
• Identify red flags in unresolved cases and escalate critical issues to the Team Leader for timely resolution
• Ensure full product disclosures and information are communicated to clients during and after interactions
• Monitor service agreement compliance to prevent legal risks
• Handle technical escalations with proper diagnosis and troubleshooting
• Resolve technical roadblocks/escalations within SLA and quality benchmarks
• Escalate unresolved issues to the Technical Advisor (TA) or Subject Expert Specialist (SES) when necessary
• Provide step-by-step guidance and support to clients, ensuring courteous and professional interactions
• Offer alternative solutions to retain clients when direct resolution is not possible
• Communicate effectively and professionally in all client interactions, adapting tone and clarity to the audience
• Follow up on client issues through scheduled callbacks, capturing feedback and ensuring SLA adherence
• Build people capability to drive operational excellence and maintain superior customer service
• Mentor and guide Production Specialists to enhance their technical skills and product knowledge
• Identify skill gaps and plan focused training (triages) to address them
• Develop and deliver training sessions for Production Specialists based on targets and identified needs
• Inform clients about ongoing capability-building initiatives (triages)
• Stay updated on product features and updates through regular training and self-learning
• Enroll in mandatory and recommended product-specific training as required by the client
• Document common client problems and recommend standardized resolutions to the team
• Actively engage in continuous learning and maintain industry knowledge through self-directed education and networking.