🚀 Analyst | Wipro Hiring | Mumbai
🏢 Company: Wipro Limited
HRO & Technical Support Hiring
📄 Job Description
Wipro Limited is hiring an Analyst for its Mumbai office. This opportunity is ideal for professionals with 1–3 years of experience in customer support, HRO operations, technical support, or service desk environments. The role focuses on delivering exceptional client support while ensuring adherence to service level agreements (SLAs), quality standards, and operational excellence.
The selected candidate will resolve customer queries through calls and emails, troubleshoot issues, maintain accurate documentation, manage support tickets, and collaborate with internal teams to provide timely and effective resolutions. Candidates with Human Resource Outsourcing (HRO) knowledge and excellent communication skills will have an advantage.
🛠 Key Responsibilities
- Handle customer queries received via phone calls, emails, and support channels.
- Provide technical and process support while maintaining defined quality standards.
- Document customer details, issue descriptions, and troubleshooting steps accurately.
- Resolve client issues within defined Service Level Agreements (SLAs).
- Maintain support logs, incident records, and knowledge base documentation.
- Identify recurring issues, analyze trends, and recommend preventive solutions.
- Escalate unresolved or critical issues to the Team Leader when necessary.
- Guide customers through product features and troubleshooting procedures.
- Participate in product training and continuously improve technical knowledge.
- Ensure high customer satisfaction through professional communication and timely follow-ups.
🎓 Eligibility Criteria
- Graduate from a recognized university.
- 1–3 years of relevant experience in HRO, customer support, technical support, or service desk operations.
- Knowledge of Human Resource Outsourcing (HRO) processes is mandatory.
- Strong verbal and written communication skills.
- Excellent customer handling and problem-solving abilities.
- Basic knowledge of ticketing systems and CRM tools is preferred.
- Ability to work in rotational shifts if required.
- Strong attention to detail and documentation skills.
⭐ Key Skills
- Customer Support
- Technical Support
- Human Resource Outsourcing (HRO)
- Incident Management
- Service Desk Operations
- SLA Management
- Problem Solving
- Email & Call Support
- Knowledge Base Management
- Client Communication
- Documentation
- Process Compliance
💰 Benefits
- Work with one of the world's leading technology and consulting companies.
- Gain exposure to global client support and enterprise service delivery.
- Continuous learning through technical and product training programs.
- Career growth opportunities within Wipro's global operations.
- Collaborative, inclusive, and performance-driven work environment.
⭐ Why Join Wipro?
- Become part of a globally recognized technology and consulting organization.
- Work with international clients across multiple business domains.
- Enhance your technical support, customer service, and HRO expertise.
- Access structured learning, certification, and career development programs.
- Build long-term career opportunities in IT services and business operations.
🧠 Core Skills Required
- Customer Support: Ability to deliver excellent customer service through effective communication, issue diagnosis, and timely resolution.
- Technical Troubleshooting: Identify, analyze, and resolve client issues using standard operating procedures and knowledge bases.
- HRO Knowledge: Understanding of Human Resource Outsourcing processes, client support workflows, and service delivery standards.
- Incident Management: Experience recording, tracking, documenting, and resolving support tickets within SLA timelines.
- Communication Skills: Strong verbal and written communication skills with the ability to explain technical concepts in a user-friendly manner.
- Documentation: Maintain accurate records, support logs, customer interactions, and process documentation.
- Problem Solving: Analyze recurring issues, perform root cause analysis, and recommend preventive actions.
- Continuous Learning: Stay updated with product knowledge, new technologies, and process improvements through ongoing training.
🎤 Interview Preparation
- Review customer service fundamentals, incident management, and SLA concepts.
- Practice troubleshooting scenarios and structured problem-solving techniques.
- Prepare examples of handling difficult customers and resolving escalations using the STAR method.
- Understand HRO processes, employee lifecycle basics, and HR support workflows.
- Revise CRM tools, ticketing systems, and documentation best practices.
- Strengthen communication skills for email support, telephone conversations, and client interactions.
- Research Wipro's technology services, consulting business, and organizational values.
- Demonstrate professionalism, analytical thinking, customer focus, and adaptability throughout the interview.
📩 How to Apply
Interested candidates who meet the eligibility criteria can apply through Wipro's official careers portal using the link below. Before applying, update your resume with your customer support achievements, HRO experience, technical troubleshooting skills, and communication strengths.