Wipro Hyderabad Hiring Production Agent L1 | Apply by Dec 2026

Job Description

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Process Support

• Manage transactions as per required quality standards.
• Field 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 issue.
• 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 within the SLAs defined in the contract.
• Use internal knowledge bases, resources and FAQs to resolve problems effectively.
• Learn relevant product details to support better client interaction and troubleshooting.
• Analyze call logs to spot recurring trends and prevent future problems.
• Maintain and update self-help documents for customers to reduce 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.

Customer Service and Troubleshooting

• Diagnose client queries and guide users through step-by-step solutions.
• Help clients navigate product menus and understand product features.
• Handle all client queries in a courteous, user-friendly and professional manner.
• Keep logs and records of customer queries as per standard procedures.
• Process and record every incoming call and email using the designated tracking software.
• Offer alternative solutions where appropriate to retain clients.
• Communicate clearly and adapt messages to the listener and situation.
• Make scheduled call backs to record feedback and confirm compliance with contract SLAs.

Capability Building

• Complete product trainings to stay current with features, changes and updates.
• Enroll in product-specific and other trainings as required by the client.
• Work with team leaders to identify training themes and learning gaps.
• Build job knowledge 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 technical training completed.