Wipro Pune Hiring Production Agent L1 | Apply by 10 Dec 2026

Job Description

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

Key Responsibilities

• Support the process by managing transactions to required quality standards
  • Take all incoming help requests from clients by telephone and/or email in a courteous manner
  • Record end user details, including 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 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
  • Use internal knowledge bases, resources and FAQs to resolve problems 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
  • 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
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Keep logs and records of all customer queries as per standard procedures
  • 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 and messages clearly to suit listeners and situations
  • Follow up with scheduled call backs to record feedback and ensure SLA compliance
• Build capability to ensure operational excellence and superior service levels for the account
  • Complete product trainings to stay current with features, changes and updates
  • Enroll in product specific and other trainings as per client requirements
  • Work with team leaders to identify training themes and learning gaps
  • Keep job knowledge current through self-learning and professional networks

Performance Measures

Process: Cases resolved per day, compliance to process and quality standards, meeting process SLAs, Pulse score and customer feedback.

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