Production Specialist L2

Wipro; Pune District; On-site; INR 500,000 - 800,000; Full time

Job summary

A leading IT services firm is seeking a Production Specialist L2 to provide effective technical support and resolve client issues. In this mid-senior level role, you will manage transactions, ensure high-quality service, and assist clients through troubleshooting. Candidates should have 3-5 years of experience in technical support and possess strong communication skills. This full-time position offers opportunities for personal growth and training in a dynamic environment.

Qualifications

• 3-5 years of experience in technical support roles.
• Strong ability to manage transactions according to quality standards.
• Ability to provide effective problem resolution to clients.

Responsibilities

• Provide effective technical support to meet process SLAs.
• Manage transactions and resolve client queries courteously.
• Document all client interactions to improve future service.

Skills

Customer service

Technical troubleshooting

Effective communication

Documentation

Job description

Production Specialist L2 – Wipro

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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

• 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 clientUpdate job knowledge by participating in self‑learning opportunities and maintaining personal networks

Performance Metrics

Deliver

• NoPerformance ParameterMeasure1Process: No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
• NoPerformance ParameterMeasure2Self‑Management: Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Experience: 3-5 Years

Job Details

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