Analyst L2(Contract)

Wipro • San Jose, CA

3d

About The Position

The Analyst L2 will support partner operations by processing requests in SFDC and addressing partner requirements and concerns while maintaining service-level agreements and quality standards. The role includes handling transactional work, calls, and support chats; managing cases end to end; and identifying and responding to potential escalations. The analyst will work with other teams to resolve issues, serve as a subject matter expert and point of contact for critical decisions on partner support processes, and contribute to process changes, acquisitions and mergers, documentation, continuous improvement, and automation. The role requires rotational support for PST hours, specified as 10 PM–7 AM IST.

Requirements

• Business Analysis skills.
• 1–3 years of experience.
• Willingness to support PST hours on a rotational basis (10 PM–7 AM IST).

Responsibilities

• Process requests in SFDC to address partner requirements and concerns while maintaining quality and service-level agreements.
• Handle priorities and escalations independently.
• Work cross-functionally with other teams to resolve issues.
• Perform simple and medium transactional processing activities.
• Serve as a subject matter expert and point of contact for critical decisions on partner support processes, new process implementation, changes to existing processes, and mergers and acquisitions.
• Participate in and drive continuous improvements and automation of processes, systems, and procedures to improve operational efficiency.
• Take calls and support chats to provide quality resolutions to customers and partners.
• Manage cases end to end, including P0 management; identify potential escalations and address them promptly.
• Take proactive measures to avoid escalations.
• Create and participate in creating documentation.
• Support PST hours on a rotational basis (10 PM–7 AM IST).

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed