Production Specialist L1

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

Job summary

A leading IT services company in Bengaluru seeks a Production Specialist L1 to provide effective technical support and resolve client issues. The ideal candidate will manage transactions, ensure quality standards, and deliver excellent customer service through effective troubleshooting. With 1-3 years of relevant experience, you will play a key role in maintaining customer satisfaction while adhering to service level agreements. This is a full-time position suitable for mid-senior level professionals.

Qualifications

• 1–3 years of experience in a relevant support role.
• Strong ability to manage and resolve client queries.
• Mid-senior level proficiency in customer service.

Responsibilities

• Manage transactions and ensure quality standards.
• Provide product support and resolve client queries.
• Build capability to ensure operational excellence.

Skills

Customer service skills

Troubleshooting

Communication skills

Job description

Join to apply for the Production Specialist L1 role at Wipro.

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 Service Level Agreements (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 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 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 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 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

Experience: 1–3 Years.

Seniority level: Mid‑senior level. Employment type: Full‑time. Job function: Management and Manufacturing. Industries: IT Services and IT Consulting.