Wipro Hyderabad Hiring Production Agent L1 | Job ID 211868

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, so that process SLAs are met.

Key Responsibilities

• Support the process by managing transactions to the required quality standards
  • Answer 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
  • Log, 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 relevant product details to improve client interactions and troubleshooting
  • Review call logs to identify frequent trends and prevent future problems
  • Maintain and update self-help documents to speed up customer resolution
  • Flag serious issues and escalate them 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 issues

• 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
  • 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 in different situations
  • Follow up with scheduled callbacks to collect feedback and confirm SLA compliance

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

Performance Measures

Process: Cases resolved per day, compliance with process and quality standards, process-level SLAs, Pulse score, and customer feedback.

Self-Management: Productivity, efficiency, absenteeism, training hours, and number of technical trainings completed.

Mandatory Skill: Quality Assurance