Production Specialist L4

Wipro; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A leading IT services provider seeks a Production Specialist L4 to provide technical support and resolve client issues efficiently. The ideal candidate will have 8-10 years of experience and a strong background in customer service and technical troubleshooting. Responsibilities include managing transaction quality, troubleshooting client queries, and maintaining superior service levels while adhering to SLAs. This full-time role offers an opportunity to contribute to an innovative and evolving work environment.

Qualifications

• 8–10 years of experience in a similar environment.
• Experience in managing client queries and providing solutions.
• Strong communication and interpersonal skills.

Responsibilities

• Support process by managing transactions to meet quality standards.
• Deliver excellent customer service through effective troubleshooting.
• Ensure operational excellence and maintain superior service levels.

Skills

Customer service

Technical troubleshooting

Product knowledge

Job description

Production Specialist L4 – Wipro

Join to apply for the Production Specialist L4 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.

Responsibilities

• Support process by managing transactions as per required quality standards
  • Field all incoming help requests from clients via telephone and/or e‑mail 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 defined in the contract.
  • Access and maintain internal knowledge bases, resources and FAQs 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 the Team Leader in cases of untimely resolution.
  • Ensure all product information and disclosures are given to clients before and after the call/email requests.
  • Adhere to service agreements to avoid legal challenges.
• 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 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 standard procedures and guidelines.
  • Accurately process and record all incoming calls and emails 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 callbacks 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.

Key Performance Indicators

• Number of cases resolved per day.
• Compliance to process and quality standards.
• Meeting process level SLAs.
• Pulsescore and customer feedback.
• Self‑management: productivity, efficiency, absenteeism, training hours.
• Number of technical trainings completed.

Experience

8–10 Years of experience in a similar environment.

About Wipro

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.

Seniority level: Mid‑Senior level

Employment type: Full‑time

Job function: Management and Manufacturing Industries: IT Services and IT Consulting