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- A PROUD HISTORY OF OVER 75 YEARS
- FY22 REVENUE 10.4 BN USD
- WE'RE PRESENT IN 66 COUNTRIES
- OVER 1,400 ACTIVE GLOBAL CLIENTS
Techno Functional Consultant - Hopkins, United States - Wipro
Description
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs.
We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses.
A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries.
We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.
The API Customer Experience Professional is responsible for coordinating and driving activities to ensure an optimal experience. From defining the customer's end-to-end journey to managing technical inquiries during their integration with U.S. Bank APIs, we're looking for someone with a background in collaborating across business and technical teams to contribute to the success of our API operations services.
The API Customer Experience Professional defines the workflows that will be followed during execution, creates the training materials, and drives system enhancements to improve operating efficiency. Additionally, the API Customer Experience Professional will assist in setting up customer access to our API Products, notifying of events that may affect their API services, and providing technical assistance in our customer-facing environments.
The API Customer Experience Professional will track and monitor the customer requests through completion, while providing excellent service and support. This role must combine excellent organizational skills with an ability to deep dive into technical issues to effectively complete the necessary tasks to ensure success.
Responsibilities:
o Oversight of the end-to-end customer journey, ensuring that our business customers can integrate seamlessly with U.S. Bank APIs.
o Become the subject matter expert with in-depth knowledge of our API products to quickly facilitate customer inquiries. Inquiries vary from access requests to technical assistance for our API products.
o Collect customer feedback, provide insights to stakeholders, and find opportunities for continual improvement. Define metrics, run reports, and perform periodic audits to measure performance against best practices.
o Coordinate with internal teams and vendors to fulfill our customer's inquiries, promoting multi-departmental collaboration between business and technical teams across the enterprise.
o Communicate events that may cause impact or degraded performance for our API products are proactively communicated to the affected stakeholders.
o Look for ways to improve operational processes and the experience, both from an employee and customer viewpoint, and act as a key stakeholder in coordinating this work across all teams to enable an ultimate launch date.
o Assist with testing and readiness for the launch of the new operational processes, platform features, and API Product enhancements by creating workflows, procedures, and training materials to prepare our API Customer Experience Professionals to work with customers.
Basic Qualifications
? Bachelor's degree, or equivalent work experience.
? Positive, team-oriented attitude. Strong verbal and written communication skills.
? High attention to detail, information design, and visual presentation & strong organizational skills.
? Strong influencing and partnership / collaboration skills to drive cross-functional teams.
? Ability to manage multiple highly visible and complex tasks/projects and deadlines simultaneously with limited supervision.
? Ability to quickly learn new skills and processes while also being adaptable to changing requirements.
? Proficient computer navigation skills using a variety of software packages including Microsoft Office applications (Jira, Confluence, PowerPoint, SharePoint and ServiceNow experience is a plus). Experience using Microsoft Office applications is required.
Preferred Qualifications ?
? Strong understanding of ITSM and AGILE methodologies.
? 5+ years experience working with APIs from either a technical standpoint, such as support, testing, or development with experience using REACT,js, Python, , or C#.
? 3+ years customer-facing support for API products (Sales Engineer or Technical Support).
? 2+ years of experience working with logs and analyzing http status codes via logging tools such as Kibana or Splunk.
? 3-5 years of experience defining product backlog (epics and stories) for system enhancements and defects.
? 2+ years of process improvement implementation and/or training (such as Lean Six Sigma).
? 3-5 years of experience technical writing and/or communications experience which involved the definition of workflows, procedures, and training materials for technical and non-technical audiences.
? 2+ years of experience documenting and utilizing ticketing systems such as JIRA, Zendesk, or Service-Now.
? 2+ years of experience hosting workshops and training sessions for both technical and non-technical audiences.
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