Production Agent

TalentD; Hyderabad; On-site; INR 223,000 - 446,000; Full time

Job summary

TalentD in Hyderabad is seeking a skilled technical support associate to provide effective end-user support, diagnose issues, and ensure timely resolution while adhering to contract SLAs. You will engage with clients via phone and email, document queries, and escalate when needed.

The role requires GIS knowledge (Maps) and strong communication in English, with a focus on maintaining knowledge bases and delivering high-quality customer service.

Qualifications

• GIS knowledge required, maps integration and analysis understood.
• Experience handling customer queries via phone or email.
• Ability to follow standard processes and meet SLAs.
• Good written and spoken English.

Responsibilities

• Answer incoming help requests from clients by telephone and/or email in a courteous manner.
• Record end user details, including name, department, contact information and the nature of the issue.
• Update availability in the RAVE system to keep the process productive.
• Record, track and document all queries, problem-solving steps and resolutions.
• Follow standard processes to resolve client queries and meet SLAs.
• Resolve client queries within the SLAs defined in the contract.
• Access and maintain internal knowledge bases to resolve problems effectively.
• Learn product details to support better interaction and troubleshooting.
• Maintain and update self-help documents for customers to speed up resolution.

Skills

GIS maps

Job description

Job Description

The purpose of this role is to provide effective technical support to the process and actively resolve client issues, either directly or through timely escalation, to meet process SLAs.

Responsibilities

Support the process by managing transactions to the required quality standards

• Answer incoming help requests from clients by telephone 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 resolve client problems effectively


• Learn relevant product details to support better 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 elevate 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 email requests


• 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 navigate product menus and understand product features


• Troubleshoot all client queries in a user-friendly, courteous and professional manner


• Maintain logs and records of customer queries according to standard procedures and guidelines


• 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 and appropriately to listeners and situations


• Follow up with scheduled call backs to record customer feedback and ensure compliance with contract SLAs

Build capability to ensure operational excellence and maintain high customer service levels for the existing account

• Complete product training to stay current with product features, changes and updates


• Enroll in product-specific and other trainings as required or recommended by the client


• Work with team leaders to identify training themes and learning issues that better serve the client


• Keep your job knowledge current through self-learning and personal networks

Performance Measures

Process: Number of cases resolved per day, compliance with process and quality standards, meeting process-level SLAs, Pulse score and customer feedback.

Self-Management: Productivity, efficiency, absenteeism, training hours and number of technical trainings completed.

Mandatory skill: Geographic Information Systems (Maps).

Reinvent your world. We are building a modern Wipro, an end-to-end digital transformation partner with the boldest ambitions. We look for people inspired by reinvention in themselves, their careers and their skills.