PRODUCTION SPECIALIST L1

Wipro; Chennai District; On-site; INR 300,000 - 500,000; Full time

Job summary

A global technology services company in Chennai is looking for a technical support specialist to provide effective service to clients. This role includes managing client queries via calls and emails, diagnosing problems, and ensuring excellent customer service. Applicants should have 1-3 years of experience in customer support and a strong ability to resolve issues through effective communication and problem-solving skills. An environment that fosters personal and professional growth is offered.

Qualifications

• 1-3 years of experience in a customer support role.
• Ability to guide users through troubleshooting solutions.
• Experience in managing and resolving client queries.

Responsibilities

• Manage transactions per quality standards.
• Field help requests from clients via calls/emails.
• Provide product support and diagnose client issues.
• Document and track customer queries accurately.

Skills

Customer service excellence

Problem-solving

Effective communication

Technical support

Job description

Overview

The role provides effective technical support to the process and actively resolves client issues directly or through timely escalation to meet process SLAs.

Responsibilities

• Support process by managing transactions as per required quality standards
  • Field incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document end user identification information: name, department, contact information and nature of problem
  • Update own availability in the RAVE system to ensure productivity
  • Record, track, and document all queries, problem-solving steps, and resolutions
  • Follow standard processes and procedures to resolve client queries
  • Resolve client queries as per the SLAs defined in the contract
  • Access and maintain internal knowledge bases, resources and FAQs to aid resolution
  • Identify and learn appropriate product details to facilitate troubleshooting
  • Document and analyze call logs to identify trends and prevent future problems
  • Maintain and update self-help documents for customers to speed resolution
  • Identify red flags and escalate serious issues to Team Leader when resolution is untimely
  • Ensure product information and disclosures are given to clients before and after calls/emails
  • Comply with service agreements to avoid legal challenges
• Deliver excellent customer service through effective diagnosis and troubleshooting
  • Provide product support by diagnosing and guiding users through step-by-step solutions
  • Assist clients with navigating product menus and understanding features
  • Troubleshoot client queries in a courteous and professional manner
  • Maintain logs and records of all customer queries per standard procedures
  • Accurately process and record all incoming calls and emails using designated tracking software
  • Offer alternative solutions to retain customers and their business
  • Organize ideas and communicate clearly to listeners
  • Follow up with customers and perform scheduled callbacks to record feedback and ensure SLA compliance
• Build capability to ensure operational excellence and maintain superior customer service
  • Undertake product trainings to stay current with features, changes and updates
  • Enroll in product-specific trainings and trainings per client requirements
  • Partner with team leaders to identify training themes and issues to better serve the client
  • Update job knowledge via self-learning and networking

Experience

Experience: 1-3 Years

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