Production Agent L1 Jobs at Wipro in Hyderabad - Apply Now

Wipro Limited is a technology services and consulting company helping clients with their digital transformation needs across consulting, design, engineering, and operations.

Role Purpose

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
  • Answer incoming help requests from clients by phone and/or email in a courteous manner
  • Record end user 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 interactions and troubleshooting
  • Analyze call logs to identify recurring trends and prevent future problems
  • Maintain and update self-help documents to shorten resolution times
  • Flag serious client 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 excellent customer service through diagnosis and troubleshooting of client queries
  • Diagnose client questions and guide users through step-by-step solutions
  • Help clients navigate product menus and understand product features
  • Handle all queries in a user-friendly, courteous and professional manner
  • Maintain 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 client business
  • Communicate ideas clearly and appropriately for each listener and situation
  • Follow up with scheduled call backs to record feedback and confirm SLA compliance

Capability Building

• Build capability to ensure operational excellence and maintain high service levels for the existing account
  • Complete product trainings to keep up with features, changes and updates
  • Enroll in product-specific and other trainings as per client requirements or recommendations
  • Work with team leaders to identify training themes and learning gaps
  • Build job knowledge through self-learning and professional networks

Performance Measures

• Process: Number of cases resolved per day, compliance with process and quality standards, meeting process SLAs, Pulse score and customer feedback
• Self-management: Productivity, efficiency, absenteeism, training hours and number of technical trainings completed