Production Specialist L2

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

Job summary

A global IT services company located in Pune is seeking a Production Specialist L2 to provide technical support and resolve client issues effectively. The role demands 3-5 years of experience in customer service or technical support, with strong skills in problem diagnosis and effective communication. The ideal candidate will help maintain service level agreements and deliver excellent customer service in a fast-paced environment. This is a full-time position aimed at empowering employees to pursue their career reinventions.

Qualifications

• 3-5 years of experience in a technical support or customer service role.
• Ability to manage multiple client inquiries and provide effective resolutions.
• Strong understanding of product details and troubleshooting techniques.

Responsibilities

• Provide technical support and resolve client issues to meet SLAs.
• Field incoming help requests courteously from clients.
• Document and track client queries and resolutions.

Skills

Customer service

Technical support

Problem diagnosis

Effective communication

Tools

RAVE system

Tracking software

Job description

Production Specialist L2

Join to apply for the Production Specialist L2 role at Wipro.

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.

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 product menus and facilitating 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’ 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 with 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

Deliverables & Metrics

No Performance Parameter‑Measure: 1. Process – Number of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2. Self‑Management – Productivity, efficiency, absenteeism, Training hours, Number of technical training completed

Experience

3 – 5 Years

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Management and Manufacturing

Industries

IT Services and IT Consulting

Location: Pune, Maharashtra, India

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.