Production Agent L1

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

Job summary

A leading IT services provider in Hyderabad seeks a Front Office Associate to deliver exceptional customer support. This entry-level role involves managing client queries, ensuring timely resolutions, and adhering to service standards. Candidates should possess solid problem-solving skills and be adept at communication. The position supports the team in achieving operational excellence and enhancing client satisfaction. A full-time commitment is required, with opportunities for professional growth and training.

Qualifications

• Ability to support client queries effectively and courteously.
• Experience in managing transactions to quality standards.
• Skill in troubleshooting client issues and providing resolutions.

Responsibilities

• Manage transactions and field help requests from clients.
• Document queries and analyze call logs for trends.
• Deliver customer service and resolve issues per SLAs.

Skills

Customer service

Problem solving

Technical support

Communication

Job description

Front Office Associate - HIEX Hyderabad Hitech City

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Role Purpose

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.

Responsibilities

• Support process by managing transactions as per required quality standards
  • Fielding all incoming help requests from clients via telephone and/or emails 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 and provide 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 escalation 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
• 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 callbacks 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

Deliver

No Performance Parameter

Measure 1: Process

• No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback

Measure 2: Self‑Management

• Productivity, efficiency, absenteeism, Training Hours, No 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. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

Seniority level

• Entry level

Employment type

• Full‑time

Job function

• Sales and Business Development

Industries

• IT Services and IT Consulting