Wipro is Hiring Production Agent L1 in Pune, Maharashtra

Role Purpose

This role provides effective technical support for the process. The goal is to resolve client issues directly or through timely escalation so that process SLAs are met.

Key Responsibilities

• Support the process by managing transactions to the required quality standards
  • Handle 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 issue
  • 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 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 improve client interactions and troubleshooting
  • Review call logs to identify frequent trends and prevent future problems
  • Maintain and update self-help documents to shorten resolution times
  • 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

Customer Service and Troubleshooting

• Deliver strong customer service through accurate diagnosis and troubleshooting
  • Diagnose client questions and guide users through step-by-step solutions
  • Help clients navigate product menus and understand product features
  • Handle every query in a user-friendly, courteous and professional manner
  • Keep logs and records of customer queries as per 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
  • Make scheduled call backs to record feedback and confirm compliance with contract SLAs

Capability Building

• Maintain operational excellence and high service levels for the existing account
  • 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
  • Keep your job knowledge current through self-learning and professional networks

Performance Measures

Process: Number of 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.