Analyst - Process Support

About the role

The Analyst (Process Support) will provide technical assistance to Wipro's process team, handling client queries via phone and email, ensuring issues are resolved or escalated promptly to meet defined service level agreements. The role focuses on accurate documentation, knowledge‑base upkeep, and delivering courteous customer service.

Responsibilities

• Manage incoming client help requests through calls and emails, recording detailed user information.
• Follow standard procedures to troubleshoot and resolve issues within SLA timelines.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Log all interactions, track problem‑solving steps, and analyze call trends for continuous improvement.
• Escalate critical or delayed issues to the team leader and ensure compliance with service agreements.
• Participate in product training and share learned knowledge with the team.

Eligibility

• Fresh graduates (0‑1 years of experience).
• Graduation batch years 2024, 2025, or 2026.
• Any recognized undergraduate degree.

Skills

• Customer support and technical troubleshooting.
• Effective verbal and written communication.
• Problem‑solving and analytical thinking.
• Familiarity with ticketing systems (e.g., RAVE).
• Ability to maintain accurate logs and documentation.
• Basic product knowledge acquisition.

Benefits