PRODUCTION SPECIALIST L2

Wipro; Maharashtra; On-site; INR 420,000 - 600,000; Full time

Job summary

Wipro in India is seeking a technical support specialist to provide effective support to processes and resolve client issues promptly. You will manage transactions, document client interactions, and ensure adherence to SLAs through proficient troubleshooting and escalation when necessary.

The role requires 3-5 years of relevant experience and a strong customer service mindset, with continuous learning about product details and knowledge bases to deliver superior support.

Qualifications

• 3-5 years of experience in a similar role.
• Experience in handling client queries and documentation of interactions.

Responsibilities

• Handle incoming help requests via telephone and/or email in a courteous manner.
• Document end user details and issue nature.
• Update availability in the RAVE system.
• Record, track, and document all queries and resolutions.
• Follow standard processes to resolve client queries.
• Resolve queries as per defined SLAs in the contract.
• Access knowledge bases to aid resolution for clients.
• Identify product details to assist in troubleshooting.
• Document and analyze call logs to spot trends.
• Maintain self-help documents for customers to speed resolution.
• Escalate serious issues to Team Leader when needed.
• Ensure all product information is provided before and after calls/emails.
• Comply with service agreements to avoid legal challenges.
• Provide product support through diagnosis and guided steps.
• Assist users with navigating product menus and features.
• Troubleshoot queries in a courteous and professional manner.
• Maintain logs of customer queries per guidelines.
• Process and record calls and emails using tracking software.
• Offer alternatives to retain customers where appropriate.
• Communicate ideas clearly and follow up with customers to ensure compliance to SLAs.
• Organize information and ensure effective communication.

Skills

Record to Report

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.

Do

• 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 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

NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

Mandatory Skills: Record to Report - DOP.

Experience: 3-5 Years.

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