Production Agent L1

Wipro; Chennai District; On-site; INR 300,000 - 500,000; Full time

Job summary

A leading IT services company is seeking a Technical Support Specialist in Chennai, India. The role involves providing technical support, resolving client issues, and ensuring compliance to service level agreements. The ideal candidate will excel in customer service and possess a proactive approach to troubleshooting and client interaction. Training will be provided to maintain high service standards.

Qualifications

• Provide effective technical support to resolve client issues.
• Maintain customer service levels and utilize tracking software.
• Undertake relevant product training.

Responsibilities

• Manage transactions to meet quality standards and SLAs.
• Deliver customer service through troubleshooting and diagnosis.
• Build capability to maintain operational excellence.

Job description

Role Purpose

Provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Responsibilities

• Support process by managing transactions as per required quality standards
  • Field incoming help requests from clients via telephone and/or email in a courteous manner.
  • Document end‑user identification information, including name, department, contact information and nature of the problem.
  • Update own availability in the RAVE system to ensure process productivity.
  • Record, track, and document all queries received, problem‑solving steps taken, and outcomes.
  • Follow standard processes and procedures to resolve all client queries and meet SLA’s defined in the contract.
  • Access and maintain internal knowledge bases, resources and FAQs to aid in effective problem resolution.
  • Learn product details to facilitate better client interaction and troubleshooting.
  • Document and analyze call logs to spot recurring 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 the 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.
• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support and resolution to clients by performing question diagnosis while 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 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 of the existing account/client
  • 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 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.