Wipro Pune Hiring Production Agent L1 | Customer Support

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, to meet process SLAs.

Key Responsibilities

Support the process by managing transactions to required quality standards

• Handle 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 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 interactions and troubleshooting
• Analyze call logs to identify recurring trends and prevent future problems
• Maintain and update self-help documents to speed up resolution times
• 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

• Provide product support by diagnosing issues and guiding users through step-by-step solutions
• Help clients navigate product menus and understand product features
• Troubleshoot all client queries in a courteous and professional manner
• Keep logs and records of customer queries according to 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 clearly to listeners in a way suited to the situation
• Follow up with scheduled callbacks to record feedback and ensure 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 as required by the client
• Work with team leaders to identify training themes and learning gaps
• Keep your job knowledge current through self-learning and professional networks

Performance Measures

Performance is measured on process parameters, including cases resolved per day, process and quality compliance, process-level SLAs, Pulse score and customer feedback. Self-management is measured on productivity, efficiency, absenteeism, training hours and the number of technical trainings completed.