Production Agent L1

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

Job summary

A leading IT services company in Chennai is seeking a Production Agent L1. The role involves providing effective technical support to resolve client issues, managing transactions, and ensuring compliance with SLAs. Applicants should be entry-level with strong communication skills and a customer-centric approach. This position offers full-time employment in a supportive environment focused on digital transformation.

Qualifications

• Effective technical support to resolve client issues.
• Ability to communicate solutions clearly to clients.
• Capability to manage multiple client requests.

Responsibilities

• Field incoming help requests from clients via telephone and/or email.
• Document client identification information and nature of problem.
• Update own availability in the system for productivity tracking.
• Resolve client queries as per defined SLAs.

Skills

Technical support

Client interaction

Problem resolution

Job description

Join to apply for the Production Agent L1 role at 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.

Job Description

Support process by managing transactions as per required quality standards.

• Fielding 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’s defined in the contract.
• Access and maintain internal knowledge bases, resources and frequently asked questions to aid in 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 calls and emails 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 callbacks 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 training per client requirements/recommendations.
• Partner with team leaders to brainstorm and identify training themes and learning issues to better serve client.
• Update job knowledge by participating in self‑learning opportunities and maintaining personal networks.

Performance Parameters

• Process: Number 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, number of technical training completed.

Reinvent your world. We are building a modern Wipro. We are an end‑to‑end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention.

Seniority Level

• Entry level

Employment Type

• Full‑time

Job Function

• Sales and Business Development

Industries

• IT Services and IT Consulting

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