Wipro is seeking a Production Specialist to join our team. 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. We are an end-to-end digital transformation partner powered by purpose, and we empower you to design your own reinvention.

What You'll Do

Field incoming help requests from clients via telephone and/or emails courteously.
Document all pertinent end user identification information including name, department, contact information, and nature of problem.
Update own availability in the RAVE system to ensure process productivity.
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 FAQs to aid in effective problem resolution.
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 call/email requests.
Avoid legal challenges by complying with service agreements.
Provide product support and resolution by performing question diagnosis and guiding users through step-by-step solutions.
Assist clients with navigating 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 standard procedures and guidelines.
Accurately process and record all incoming calls and emails using 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.