Wipro Pune Hiring Production Agent L1 | Job ID 209696

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 the 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 taken 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 support effective problem resolution
• Learn the 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 provided 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 questions and guiding users through step-by-step solutions
• Help clients find their way around 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 and guidelines
• Accurately process and record all incoming calls and emails using the designated tracking software
• Offer alternative solutions where appropriate to help retain customers and their business
• Organize ideas and communicate clearly to suit listeners and situations
• Make scheduled follow-up calls to customers 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 training to stay current with features, changes and updates
• Enroll in product-specific and other trainings as per client requirements or recommendations
• Work with team leaders to identify training themes and learning gaps to better serve the client
• Build job knowledge through self-learning and maintaining personal networks

Performance Measures

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