Wipro Chennai Hiring Production Agent L1 | Apply by Dec 2026

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a technology services and consulting company that builds digital transformation solutions across consulting, design, engineering and operations. With over 230,000 employees and business partners in 65 countries, Wipro works to help customers, colleagues and communities thrive.

Role Purpose

This role provides effective technical support to the process and resolves client issues directly or through timely escalation to meet process SLAs.

Key Responsibilities

• Support the process by managing transactions to required quality standards
  • Handle all incoming help requests from clients by telephone and/or email in a courteous manner
  • Record end user details such as 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 as per 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 shorten resolution time
  • Identify red flags and escalate serious issues 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 effective 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 client queries in a courteous and professional manner
  • Maintain logs and records of customer queries per standard procedures
  • Accurately 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 ideas clearly to listeners in each situation
  • Follow up with scheduled callbacks to record feedback and ensure compliance with contract SLAs

• Build capability to ensure operational excellence and maintain superior service levels for the existing account
  • Complete product trainings to stay current with features, changes and updates
  • Enroll in product-specific and other trainings per client requirements
  • Work with team leaders to identify training themes and learning gaps
  • Keep job knowledge current through self-learning and personal networks

Performance Measures

Mandatory skill: Invoice to Pay (Transactional Accounting).

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