Production Agent - L1

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

Job summary

Wipro is seeking a Production Agent - L1 to provide technical support and resolve client issues in Pune. The role involves managing customer queries, ensuring SLA adherence, and delivering excellent service. Ideal candidates will have strong communication skills and a commitment to continuous learning.

Qualifications

• Entry-level position requiring effective technical support skills.
• Ability to manage customer queries and provide troubleshooting.
• Willingness to engage in continuous learning and training.

Responsibilities

• Manage transactions and support process quality standards.
• Deliver excellent customer service through effective diagnosis.
• Engage in continuous learning and product training.

Skills

O2C

Job description

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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.

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

1. Support process by managing transactions as per required quality standards
   • Field all incoming help requests from clients via telephone and/or emails courteously.
   • Document all pertinent end user information, including name, department, contact info, and issue details.
   • Update availability in the RAVE system to ensure productivity.
   • Record, track, and document all queries and resolutions.
   • Follow standard processes to resolve client queries.
   • Resolve queries as per SLA commitments.
   • Access and update internal knowledge bases and FAQs.
   • Learn product details to facilitate better troubleshooting.
   • Analyze call logs for trends to prevent future issues.
   • Maintain self-help documents for faster resolutions.
   • Identify and escalate serious issues to the team leader.
   • Ensure product information is communicated to clients pre- and post-interaction.
2. Deliver excellent customer service through effective diagnosis and troubleshooting
   • Provide product support by diagnosing questions and guiding users through solutions.
   • Assist clients in navigating product features.
   • Troubleshoot queries professionally and courteously.
   • Record all customer interactions as per guidelines.
   • Process incoming communications accurately.
   • Offer alternative solutions to retain customer business.
   • Communicate clearly and follow up as needed.
3. Build capability to ensure operational excellence
   • Undertake product trainings to stay current.
   • Participate in client-specific and general training programs.
   • Collaborate with team leaders on training themes.
   • Engage in continuous learning and networking.

Performance Parameters

Number of cases resolved daily, process compliance, SLA adherence, customer feedback, productivity, efficiency, training hours, and technical training completion.

Mandatory Skills: O2C (Transactional Accounting Services).

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Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Sales and Business Development
• Industries: IT Services and IT Consulting

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