Wipro Hiring Production Agent L1 in Mumbai | Closes 11 Dec 2026

Role Purpose

The purpose of this role is to give 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 required quality standards

• Take all incoming help requests from clients by phone 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 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 problems effectively.
• Learn relevant product details to support better client interaction and troubleshooting.
• Document and analyze call logs to identify common trends and prevent future problems.
• Maintain and update self-help documents for customers to shorten resolution time.
• 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.

Deliver excellent customer service through effective diagnosis and troubleshooting

• Support clients by diagnosing queries and guiding users through step-by-step solutions.
• Help clients navigate product menus and understand product features.
• Troubleshoot all client queries in a courteous, professional and user-friendly manner.
• Keep logs and records of customer queries according to standard procedures.
• 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 and appropriately for each listener and situation.
• Follow up with scheduled callbacks to record feedback and ensure compliance with contract SLAs.

Build capability for operational excellence and superior service levels on the existing account

• Complete product training 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.
• Keep your job knowledge current through self-learning and personal networks.

Performance Measures

Process performance is measured by cases resolved per day, compliance with process and quality standards, meeting process-level SLAs, Pulse score and customer feedback. Self-management is measured by productivity, efficiency, absenteeism, training hours and the number of technical trainings completed.

Mandatory skill: Payroll (HCM).

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