Production Specialist - L1

Wipro; Maharashtra; On-site; INR 350,000 - 480,000; Full time

Job summary

A leading IT services company is seeking a Production Specialist - L1 to provide effective technical support and resolve client issues. The ideal candidate will manage transactions, deliver excellent customer service, and build operational capability to maintain service excellence. Candidates with 1-3 years of relevant experience are preferred. This full-time role offers a mid-senior level position within the management and manufacturing functions.

Qualifications

• 1-3 years of experience in technical support or customer service.
• Ability to manage multiple tasks and meet SLAs effectively.
• Strong communication and interpersonal skills.

Responsibilities

• Support process by managing transactions to meet quality standards.
• Deliver excellent customer service through effective diagnosis.
• Build capability to maintain superior customer service levels.

Skills

Technical support management

Customer service

Problem-solving

Communication

Attention to detail

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.

Responsibilities

• Support process by managing transactions as per required quality standards
  • 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 escalate 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

Performance Measures

Measure 1: No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback

Measure 2: Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Experience: 1-3 Years

Applications from people with disabilities are explicitly welcome.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management and Manufacturing

Industries

IT Services and IT Consulting