PRODUCTION SPECIALIST L1

Wipro; Gurugram District; Sur place; INR 350 000 - 550 000; Plein temps

Résumé du poste

Wipro Limited in Gurugram, Haryana seeks a PRODUCTION SPECIALIST L1 to provide effective technical support and resolve client issues to meet SLAs. The role involves handling incoming requests via calls and emails, documenting user information, and following established processes for resolution.

The ideal candidate has 1–3 years of relevant experience in QAAS advisory services and strong problem-solving skills to deliver excellent customer service.

Qualifications

• Mandatory experience in QAAS advisory services.
• Relevant work experience of 1-3 years in a similar support role.

Responsabilités

• Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner.
• Document all pertinent end user information 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 and meet SLAs.
• Provide product support and troubleshooting guidance to clients.
• Identify product details to aid interaction and problem-solving.
• Maintain and update self-help documents for customers.
• Escalate serious issues to Team Leader when resolution is untimely.
• Ensure all product information is disclosed before and after calls/emails.

Connaissances

QAAS (Advisory Services)

Experience: 1-3 Years

Description du poste

Job Title

PRODUCTION SPECIALIST L1

Location: Gurugram, Haryana

Posting Start Date: 11/1/26

Company: Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO)

Wipro Limited is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

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

• Fielding 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 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 escalates 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
• Avoids 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

Performance Parameter

• No. of cases resolved per day
• Compliance to process and quality standards
• Meeting process level SLAs
• Pulse score
• Customer feedback

Self‑Management

• Productivity
• Efficiency
• Absenteeism
• Training Hours
• No of technical training completed

Mandatory Skills

• QAAS (Advisory Services)
• Experience: 1‑3 Years

Our Vision

Reinvent your world. We are building a modern Wipro. We are an end‑to‑end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

Important Application Information

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at [e-mail]. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at [e-mail].

Equal Opportunity Statement

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.