Production Agent L1 Job at Wipro (Pune) | Apply Now

Wipro; Pune District; On-site; INR 260,000 - 420,000; Full time

Job summary

Wipro Limited seeks a responsive support associate to handle client inquiries, troubleshoot issues and ensure timely escalation per contract SLAs. The role emphasizes documenting interactions, maintaining knowledge bases, and delivering effective product support.

You will collaborate with team leads, update availability, and contribute to process improvements while upholding quality standards in a fast-paced environment.

Qualifications

• Experience delivering customer-focused support.
• Ability to document calls and update records.
• Familiarity with SLAs and escalation processes.

Responsibilities

• Handle client inquiries via phone or email in a courteous manner.
• Document end-user details and issue descriptions.
• Update availability in the system to ensure productivity.
• Record, track and document queries and resolutions.
• Follow standard processes to resolve client queries within defined SLAs.
• Access knowledge bases to aid in troubleshooting and resolution.
• Escalate serious issues to the Team Leader when required.
• Provide product support and guide users through step-by-step solutions.
• Maintain logs and comply with documentation guidelines.
• Follow up with customers to gather feedback and ensure contract compliance.

Skills

Customer service

Troubleshooting

Invoice to Pay

SLA awareness

Job description

The purpose of this role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Do

• Support process by managing transactions as per required quality standards
  • Field 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 SLAs 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 elevate 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 call backs 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

2 Self-Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Mandatory Skills: Invoice to Pay (Transactional Accounting).

Wipro Limited is a leading global information technology, consulting, and business process services company headquartered in Bengaluru, India. Founded in 1945, Wipro has evolved from a vegetable oil manufacturer into one of the world’s most respected IT services firms. With a workforce of over 250,000 employees across six continents, the company delivers innovative solutions in areas such as cloud computing, artificial intelligence, cybersecurity, data analytics, and enterprise application services. Wipro’s mission is to help clients succeed in a changing world by leveraging technology, deep industry expertise, and a commitment to sustainability and social responsibility.

Recognized as one of the top IT service providers globally, Wipro has consistently ranked among the leaders in Gartner Magic Quadrants and other industry benchmarks. The company has made significant strides in digital transformation initiatives, renewable energy adoption, and diversity and inclusion programs. In recent years, Wipro has expanded its global footprint through strategic acquisitions and partnerships, strengthening its capabilities in high-growth areas such as digital engineering and cloud-native services.