Data Engineer Analyst

Wipro • Minneapolis, NC

202d • $60,000 - $135,000

About The Position

The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. The role involves overseeing and supporting processes by reviewing daily transactions on performance parameters, reviewing performance dashboards, and supporting the team in improving performance parameters by providing technical support and process guidance. Responsibilities include recording, tracking, and documenting all queries received, ensuring standard processes are followed to resolve client queries, and developing an understanding of processes/products for team members to facilitate better client interaction and troubleshooting. The role also requires handling technical escalations through effective diagnosis and troubleshooting of client queries, managing and resolving technical roadblocks, and providing product support and resolution to clients. Additionally, the role focuses on building people capability to ensure operational excellence and maintain superior customer service levels by mentoring Production Specialists and conducting necessary trainings.

Requirements

• Mandatory Skills: DataBricks - Data Engineering
• Experience: 5-8 Years

Responsibilities

• Oversee and support process by reviewing daily transactions on performance parameters
• Review performance dashboard and the scores for the team
• Support the team in improving performance parameters by providing technical support and process guidance
• Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
• Ensure standard processes and procedures are followed to resolve all client queries
• Resolve client queries as per the SLA's defined in the contract
• Develop understanding of process/product for the team members to facilitate better client interaction and troubleshooting
• Document and analyze call logs to spot most occurring trends to prevent future problems
• Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
• Ensure all product information and disclosures are given to clients before and after the call/email requests
• Handle technical escalations through effective diagnosis and troubleshooting of client queries
• Manage and resolve technical roadblocks/escalations as per SLA and quality requirements
• Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
• Troubleshoot all client queries in a user-friendly, courteous and professional manner
• Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA's
• Mentor and guide Production Specialists on improving technical knowledge
• Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
• Develop and conduct trainings (Triages) within products for production specialist as per target
• Inform client about the triages being conducted
• Undertake product trainings to stay current with product features, changes and updates
• Enroll in product specific and any other trainings per client requirements/recommendations
• Identify and document most common problems and recommend appropriate resolutions to the team
• Update job knowledge by participating in self learning opportunities and maintaining personal networks

Benefits

• Full range of medical and dental benefits options
• Disability insurance
• Paid time off (inclusive of sick leave)
• Other paid and unpaid leave options

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services