Production Agent L1

Wipro; Hyderabad; On-site; INR 250,000 - 400,000; Full time

Job summary

A leading IT services company in Hyderabad is looking for an entry-level support professional to provide effective technical assistance and resolve client issues. The role involves managing customer queries, documenting interactions, and ensuring compliance to service agreements. Ideal candidates will have strong communication skills and a knack for problem resolution. This full-time position offers opportunities for growth and development in the IT services industry.

Qualifications

• Ability to handle customer queries efficiently.
• Strong understanding of product features and troubleshooting techniques.
• Experience in customer support or technical assistance is preferred.

Responsibilities

• Provide effective technical support and resolve client issues.
• Manage incoming help requests via phone or email courteously.
• Document queries and steps taken for resolutions.

Skills

Customer service

Technical troubleshooting

Effective communication

Problem-solving

Time management

Job description

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 the 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 SLAs defined in the contract.
  • Access and maintain internal knowledge bases, resources and FAQs 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 recurring trends and prevent future problems.
  • Maintain and update self‑help documents for customers to speed up resolution time.
  • Identify red flags and escalte 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 a 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 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 schedule 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.

Performance Measures

• 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 trainings completed.

Seniority Level

Entry level

Employment Type

Full‑time

Job Function

Sales and Business Development

Industry

IT Services and IT Consulting