PRODUCTION AGENT L1

Wipro; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

A global IT services company is seeking a professional for technical support in Mumbai. The role involves managing client issues efficiently through effective communication and troubleshooting. Candidates should possess strong problem-solving skills and deliver excellent customer service to ensure resolution of problems as per defined SLAs. This role requires documentation skills and the ability to handle multiple requests with precision and professionalism. Join us to ensure superior service levels and operational excellence.

Qualifications

• Proven ability to manage transactions as per quality standards.
• Exceptional communication skills for client interaction.
• Experience with documentation and tracking software.

Responsibilities

• Field incoming help requests from clients via telephone and email.
• Document end-user information to resolve issues effectively.
• Follow standard processes and escalate serious client issues.
• Record, track, and document all queries and resolutions.
• Follow standard processes to resolve client queries and ensure SLA adherence.
• Maintain and update self-help documents for customers to speed up resolution time.
• Identify and escalate serious issues to Team Leader when needed.

Skills

Effective technical support

Customer service

Troubleshooting

Product knowledge

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 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 the 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 FAQs 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 and 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 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 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.
• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertake product training 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 Metrics

• Process: Number of cases resolved per day, compliance to process and quality standards, meeting process SLAs, Pulse score, Customer feedback.
• Self‑Management: Productivity, efficiency, absenteeism, training hours, number of technical training completed.

Mandatory Skills

• Payroll (HCM)