Wipro Hyderabad Hiring Production Agent L1 | Job ID 210773

Role Overview

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 the required quality standards
  • Handle all incoming help requests from clients by phone 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 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 relevant product details to improve 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 product information and disclosures are provided to 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 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 ideas and messages clearly to suit the listener and situation
  • Follow up with scheduled call backs to record feedback and ensure SLA compliance

• Build capability to ensure operational excellence and maintain high service levels for the existing account
  • Complete product training to stay current with features, changes and updates
  • Enroll in product-specific and other trainings per client requirements
  • Work with team leaders to identify training themes and learning gaps
  • Build job knowledge through self-learning and personal networks

Performance Measures

Mandatory skill: Geographic Information Systems (Maps).