Production Agent L1

Wipro; Chennai District; On-site; INR 300,000 - 400,000; Full time

Job summary

A leading technology services company in Chennai is seeking a Production Agent L1 to provide effective technical support and resolve client issues. The ideal candidate will manage client requests via telephone and email, document interactions, and maintain logs for compliance. Strong communication and problem-solving skills are essential. Join a dynamic team committed to operational excellence and continuous improvement in customer service.

Qualifications

• Ability to manage transactions according to quality standards.
• Experience in documenting client interactions and problem-solving steps.
• Proficiency in accessing internal knowledge bases for effective problem resolution.

Responsibilities

• Field incoming help requests from clients via telephone and email.
• Maintain logs of customer queries and follow up appropriately.
• Undertake product training to stay current with product features.

Skills

Customer service skills

Technical support capabilities

Problem-solving skills

Communication skills

Job description

Production Agent L1 – Wipro

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 process by managing transactions as per required quality standards:
  • Field all incoming help requests from clients via telephone and/or email 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 SLA defined in the contract.
  • Access and maintain internal knowledge bases, resources and frequently asked questions 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 escalation serious client issues to Team Leader in 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.
• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries:
  • 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.
• Build capability to ensure operational excellence and maintain superior customer service levels:
  • 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.

Performance Metrics

• Process: No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback.
• Self‑Management: Productivity, efficiency, absenteeism, Training Hours, No. of technical training completed.

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