Wipro is building a modern business powered by reinvention, and we are looking for a Production Agent L1 to join us. In this role, you will provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
What You'll Do
- Field all incoming help requests from clients via telephone and/or emails in a courteous manner.
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
- Update own availability in the RAVE system to ensure productivity of the process.
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions.
- Follow standard processes and procedures to resolve all client queries.
- Resolve client queries as per the SLAs defined in the contract.
- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients.
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
- Document and analyze call logs to spot most occurring trends to prevent future problems.
- Maintain and update self-help documents for customers to speed up resolution time.
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution.
- Ensure all product information and disclosures are given to clients before and after the call/email requests.
- Avoid legal challenges by complying with service agreements.
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.
- Assist clients with navigating around product menus and facilitate better understanding of product features.
- Troubleshoot all client queries in a user-friendly, courteous and professional manner.
- Maintain logs and records of all customer queries as per the standard procedures and guidelines.
- Accurately process and record all incoming call and email using the designated tracking software.
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business.
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations.
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs.
- Undertake product trainings to stay current with product features, changes and updates.
- Enroll in product specific and any other trainings per client requirements/recommendations.
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client.
- Update job knowledge by participating in self learning opportunities and maintaining personal networks.
What We're Looking For
- Mandatory Skills: Procurement (MDM)
Technical Stack
- RAVE system
- Designated tracking software
Team & Environment
You will report to a Team leader and partner with them to identify training themes and learning issues.
Wipro is an end-to-end digital transformation partner with bold ambitions. We need people inspired by reinvention—of yourself, your career, and your skills. Join a business powered by purpose and a place that empowers you to design your own reinvention.
