Production Agent L1 Jobs at Wipro in Hyderabad - Apply Now

Role Purpose

This role provides effective technical support to the process and works to resolve client issues directly or through timely escalation so that process SLAs are met.

Key Responsibilities

• Manage transactions to the required quality standards
  • Answer incoming help requests from clients by phone and/or email in a courteous manner.
  • Record end user details such as name, department, contact information and the nature of the problem.
  • Update your availability in the RAVE system to keep the process productive.
  • Record, track and document all queries, the problem-solving steps taken and the 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 the relevant product details to improve client interaction and troubleshooting.
  • Review call logs to identify frequent trends and prevent future problems.
  • Maintain and update self-help documents to speed up resolution times.
  • Flag serious issues and escalate them to the Team Leader when resolution is delayed.
  • Make sure all product information and disclosures are shared with clients before and after calls or emails.
  • Comply with service agreements to avoid legal challenges.

• Deliver excellent customer service through diagnosis and troubleshooting
  • Diagnose client questions and guide users through step-by-step solutions.
  • Help clients navigate product menus and understand product features.
  • Handle every query in a user-friendly, courteous and professional manner.
  • Keep logs and records of customer queries as per standard procedures.
  • Process and record all incoming calls and emails using the designated tracking software.
  • Offer alternative solutions where appropriate to retain customers and their business.
  • Communicate clearly and adapt your messages to the listener and the situation.
  • Make scheduled callbacks to record feedback and confirm compliance with contract SLAs.

• Build capability for operational excellence and superior service levels
  • Complete product trainings to stay current with features, changes and updates.
  • Enroll in product-specific and other trainings as required by the client.
  • Work with team leaders to identify training themes and learning gaps.
  • Keep your 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 the number of technical trainings completed.