Wipro Pune Hiring Production Agent L1 | Apply by 31 Dec 2026

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, to meet process SLAs.

Key Responsibilities

• Manage transactions to required quality standards
  • Take all 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
  • Resolve client queries within the SLAs defined in the contract
  • Use internal knowledge bases, resources and FAQs to resolve issues effectively
  • Learn product details to support better client interaction and troubleshooting
  • Review call logs to identify common trends and prevent future problems
  • Maintain and update self-help documents to speed up resolution
  • Flag serious issues and escalate them to the Team Leader when resolution is delayed
  • Make sure all product information and disclosures are given to clients before and after calls or emails
  • Comply with service agreements to avoid legal challenges
• Deliver excellent customer service through diagnosis and troubleshooting
  • Diagnose client questions and guide users through step-by-step solutions
  • Help clients navigate product menus and understand product features
  • Troubleshoot all client queries in a professional, courteous and user-friendly way
  • Maintain 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 to listeners in different situations
  • Follow up with scheduled call backs to record feedback and ensure SLA compliance
• 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 recommend
  • Work with team leaders to identify training themes and learning gaps
  • Keep 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.

Mandatory Skills: Billing, Metering.