Wipro Production Agent L1 Hiring in Hyderabad | Apply Now

Job Description

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 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 interaction 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 challenges
• Deliver excellent customer service through effective diagnosis and troubleshooting
  • Diagnose client queries and guide users through step-by-step solutions
  • Help clients navigate product menus and understand product features
  • Handle 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 every incoming call and email using the designated tracking software
  • Offer alternative solutions where appropriate to retain customers and their business
  • Communicate ideas clearly and adapt messages to the listener and the situation
  • Make scheduled callbacks to customers to collect feedback and confirm compliance with contract SLAs
• Build capability to ensure operational excellence and maintain high service levels for the account
  • Complete product trainings 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 that improve client service
  • Keep your job knowledge current 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 technical training completed