Wipro Kolkata Hiring Production Agent L1 | Customer Support

Job Description

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

Key Responsibilities

Support process by managing transactions to required quality standards

• Handle incoming help requests from clients by telephone 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 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 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
• Ensure 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

• Provide product support 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 user-friendly, courteous and professional manner
• Maintain logs and records of customer queries as per standard procedures and guidelines
• 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 clearly and appropriately with listeners in every situation
• Follow up with scheduled callbacks to record feedback and ensure compliance with contract SLAs

Build capability for operational excellence and superior service levels

• Complete product trainings to stay current with features, changes and updates
• Enroll in product-specific and other trainings as client requirements or recommendations advise
• Work with team leaders to identify training themes and learning gaps to better serve the client
• Keep job knowledge current through self-learning and personal networks

Performance Measures

Process: 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.