PRODUCTION AGENT L1

Wipro; Hyderabad; On-site; INR 400,000 - 600,000; Full time

Job summary

A leading IT services company is looking for a dedicated professional to provide technical support and manage client queries in Hyderabad. This role involves assisting clients through effective troubleshooting while ensuring compliance with service standards. Ideal candidates should have expertise in Geographic Information Systems (Maps) and a commitment to delivering excellent customer service. Successful applicants will thrive in a dynamic environment and contribute to operational excellence.

Qualifications

• Experience in providing technical support and troubleshooting.
• Ability to manage multiple tasks and remain organized.

Responsibilities

• Manage help requests from clients via phone and email.
• Document and analyze call logs to identify trends.
• Follow up with customers to ensure satisfaction and compliance.

Skills

Geographic Information Systems (Maps)

Job description

Overview

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
  • Field incoming help requests from clients via telephone and/or email in a courteous manner
  • Document end user information (name, department, contact information, nature of problem or issue)
  • Update own availability in the RAVE system to ensure productivity
  • Record, track, and document all queries, problem-solving steps, and resolutions
  • Follow standard processes and procedures to resolve client queries
  • Resolve client queries as per the SLAs defined in the contract
  • Access and maintain internal knowledge bases and FAQs to aid in resolution
  • Identify and learn product details to facilitate client interaction and troubleshooting
  • Document and analyze call logs to identify trends
  • Maintain and update self-help documents for customers
  • Identify red flags and escalate serious issues to the Team Leader when resolution is untimely
  • Ensure all product information and disclosures are given to clients before and after calls or emails
  • Avoid legal challenges by complying with service agreements
• Deliver excellent customer service through effective diagnosis and troubleshooting
  • Provide product support and resolution by diagnosing questions and guiding users through step-by-step solutions
  • Assist clients with navigating product menus and understanding features
  • Troubleshoot queries in a user-friendly, courteous, and professional manner
  • Maintain logs and records of all customer queries per standard procedures
  • Accurately process and record all incoming calls and emails using the designated tracking software
  • Offer alternative solutions to retain customers' and clients' business
  • Organize ideas and communicate effectively to listeners and situations
  • Follow up with customers and make scheduled callbacks to record feedback and ensure contract/SLAs compliance
• Build capability to ensure operational excellence and maintain superior customer service
  • Undertake product trainings to stay current with product features and updates
  • Enroll in trainings per client requirements
  • Partner with team leaders to identify training themes and issues to better serve the client
  • Update job knowledge through self-learning opportunities

Requirements

• Mandatory Skills: Geographic Information Systems (Maps)