Wipro Hiring Production Agent L1 in Hyderabad | Freshers Eligible

Job Description

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.

Support process by managing transactions to required quality standards

• Receive all incoming help requests from clients by telephone and/or email in a courteous manner
• Record end user details, including name, department, contact information and the nature of the problem
• Update your availability in the RAVE system to support process productivity
• Record, track and document all queries, problem-solving steps taken and successful and unsuccessful resolutions
• Follow standard processes and procedures to resolve all client queries
• Resolve client queries within the SLAs defined in the contract
• Use internal knowledge bases, resources and FAQs to resolve client 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 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 issues 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 all incoming calls and emails using the designated tracking software
• Offer alternative solutions where appropriate to retain customers and their business
• Communicate clearly with listeners and adapt to each situation
• Follow up with 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 per client requirements or recommendations
• Work with team leaders to identify training themes and learning gaps to better serve the client
• Build job knowledge through self-learning and professional networks

Deliver

Performance is measured on the following parameters:

• Process: 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