Wipro Hiring Production Agent L1 in Hyderabad | Freshers Eligible

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, so that process SLAs are met.

Key Responsibilities

Support the process by managing transactions to the required quality standards

• Take 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 problem
• Update your availability in the RAVE system to keep the process productive
• Record, track and document all queries, problem-solving steps taken, and successful and unsuccessful resolutions
• Follow standard processes and procedures to resolve client queries
• Resolve client queries within the SLAs defined in the contract
• Use internal knowledge bases, resources and FAQs to resolve issues effectively
• Learn 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 speed up resolution
• 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

• Provide product support by diagnosing questions 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 customer queries according to 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 clearly and appropriately with listeners and in different situations
• Follow up with scheduled call backs to record feedback and ensure SLA compliance

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 as client requirements recommend
• Work with team leaders to identify training themes and learning gaps to better serve the client
• Keep your job knowledge current through self-learning and personal networks

Deliverables

Performance is measured on process parameters such as cases resolved per day, process compliance and quality standards, SLA adherence, Pulse score and customer feedback. Self-management is measured on productivity, efficiency, absenteeism, training hours and technical training completed.