REF97639P_2026233671 - Program Analyst - WTS - Junior Platform Support Analyst - Pune (WFO)

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Role Summary

Dedicated platform support role providing first-line assistance via email, live chat, and in-platform requests. Focus on accurate ticket logging, basic troubleshooting, clear communication, use of help-center content, and timely escalation of issues beyond first-line ownership. Ideal for 1–2 year experience with strong communication and customer-first mindset in a 24×7 SaaS support environment.

Key Responsibilities

· Serve as first point of contact on email, live chat, and in-platform requests

· Acknowledge and triage issues in line with response SLAs

· Perform first-level troubleshooting

· Perform triaging of the requests and route them to relevant vendor team for further servicing.

· Experienced in Problem and Incident Management

· Use help-center articles, internal macros, and SOPs to deliver consistent support

· Accurately log/categorize/update tickets in Zendesk or equivalent.

· Capture full case details (impact, screenshots, error messages, attempted steps)

· Route/escalate correctly for bugs, labs, content, sales, billing/refund, enterprise requests

· Maintain ticket hygiene (duplicates, status updates, follow-ups, closure confirmation)

· Keep users informed throughout the ticket lifecycle

· Learn platform features/workflows and internal procedures continuously

· Support 24×7 shifts as required

Required Qualifications

· Bachelor’s degree in Computer Engineering or equivalent.

· 2–3 year of experience.

· Strong written and verbal English communication

· Good understanding of web apps, SaaS support, and customer service

· Familiarity with ticketing/chat/CRM tools.

BE/ B.Tech