Wipro Greater Noida Hiring Production Agent L1 | Apply Now

Job Description

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

• Field all incoming help requests from clients by telephone and/or email in a courteous manner.
• Document end user identification details, including 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 total successful and unsuccessful resolutions.
• Follow standard processes and procedures to resolve client queries.
• Resolve client queries within the SLAs defined in the contract.
• Access and maintain internal knowledge bases, resources and FAQs to help resolve client issues effectively.
• Learn the relevant product details to support better client interaction and troubleshooting.
• Document and analyze call logs to identify recurring trends and prevent future problems.
• Maintain and update self-help documents for customers to reduce resolution time.
• Identify red flags and escalate serious client 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

• Provide product support by diagnosing the issue and guiding users through step-by-step solutions.
• Help clients navigate product menus and understand product features.
• Troubleshoot all client queries in a user-friendly, courteous and professional manner.
• Keep logs and records of all customer queries as per standard procedures and guidelines.
• Accurately 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 and oral messages clearly, suited to the listener and the situation.
• Follow up with scheduled call backs to record customer feedback and ensure compliance with contract SLAs.

Build capability to ensure operational excellence and maintain high service levels for the existing account

• Complete product trainings to stay current 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 that better serve the client.
• Keep your job knowledge current through self-learning and personal networks.

Deliver

Performance is measured on the following parameters:

• 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.