Production Agent L1 Job at Wipro in Kolkata - Apply Now

Job Description

The purpose of this role is to provide effective technical support to the process and actively resolve client issues, either directly or through timely escalation, to meet process SLAs.

Key Responsibilities

• Support the process by managing transactions to the required quality standards
  • Handle incoming help requests from clients by phone and/or email in a courteous manner
  • Record end user identification details, including name, department, contact information and the nature of the issue
  • Update your availability in the RAVE system to keep the process productive
  • Record, track and document all queries, problem-solving steps and successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve client queries within the SLAs defined in the contract
  • Use internal knowledge bases, resources and FAQs to resolve issues effectively
  • Learn relevant product details to improve client interaction and troubleshooting
  • Analyze call logs to identify recurring trends and prevent future problems
  • Maintain and update self-help documents to speed up customer resolution
  • Flag serious issues and escalate them to the team leader when resolution is delayed
  • Make sure product information and disclosures are shared with clients before and after calls or emails
  • Comply with service agreements to avoid legal challenges

Customer Service and Troubleshooting

• Deliver strong customer service through accurate diagnosis and troubleshooting
  • Diagnose client questions and guide users through step-by-step solutions
  • Help clients navigate product menus and understand product features
  • Troubleshoot all queries in a friendly, courteous and professional manner
  • Keep logs and records of customer queries as per standard procedures
  • Process and record every incoming call and email using the designated tracking software
  • Offer alternative solutions where appropriate to retain customers and their business
  • Communicate ideas clearly and appropriately for each listener and situation
  • Schedule and make follow-up calls to collect feedback and confirm SLA compliance

Capability Building

• Build capability to maintain operational excellence and high service levels for the account
  • Complete product training to stay current with features, changes and updates
  • Enroll in product-specific and other trainings as required or recommended by the client
  • Work with team leaders to identify training themes and learning gaps
  • Keep job knowledge current through self-learning and professional networks

Performance Measures

Process: Number of cases resolved per day, compliance with process and quality standards, meeting process-level SLAs, Pulse score and customer feedback.

Self-Management: Productivity, efficiency, absenteeism, training hours and number of technical trainings completed.