Wipro Pune Hiring Production Agent L1 | Customer Support Role

Job Description

The purpose of the role is to provide effective technical support to the process and actively resolve client issues 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 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 resolve client 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 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 emails
• Comply with service agreements to avoid legal challenges

Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

• 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 all customer queries according to standard procedures
• Process and record all incoming calls and emails accurately using the designated tracking software
• Offer alternative solutions where appropriate to retain customers and their business
• Organize ideas and communicate clearly to suit listeners and situations
• Make scheduled call backs to record feedback and ensure compliance with contract SLAs

Build capability to ensure operational excellence and maintain 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
• Work with team leaders to identify training themes and learning issues to better serve the client
• Keep job knowledge current through self-learning and personal networks

Deliverables