Wipro Mumbai Hiring Production Agent L1 | Apply by 11 Dec 2026

Job Description

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

Do

• Support the process by managing transactions to required quality standards
  • Answer all incoming help requests from clients by telephone and/or email in a courteous manner
  • Record end user identification 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 all client queries
  • Resolve client queries within the SLAs defined in the contract
  • Access and maintain internal knowledge bases, resources and FAQs to support effective problem resolution
  • Learn the 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 client issues to the Team Leader when resolution is delayed
  • Make sure all product information and disclosures are given to clients before and after calls or email requests
  • Avoid legal challenges by complying with service agreements

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 according to 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 ideas clearly and appropriately for each listener and situation
• Follow up with scheduled call backs to record feedback and ensure compliance with contract SLAs

Build capability to ensure operational excellence and superior 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 per client requirements or recommendations
• Partner with team leaders to identify training themes and learning gaps to better serve the client
• Keep your job knowledge current through self-learning and personal networks

Deliver

Performance is measured on the following parameters:

• 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