Production Specialist - L4

Wipro; Gurugram District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Wipro is seeking a Production Specialist - L4 to provide technical support and resolve client issues effectively. The ideal candidate will have 8-10 years of experience in technical support, ensuring high customer service levels and compliance with process SLAs. Join a leading IT services company to contribute to digital transformation efforts.

Qualifications

• 8-10 years of experience in technical support or a related field.
• Strong problem-solving skills and ability to manage client queries.
• Experience in maintaining logs and documentation.

Responsibilities

• Provide effective technical support and resolve client issues.
• Manage transactions and ensure quality standards.
• Document and analyze client queries to improve processes.

Skills

Technical Support

Client Issue Resolution

Problem Solving

Communication

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.

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
  • Field 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 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 question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating product menus and understanding features better
  • 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 designated tracking software
  • Offer alternative solutions to clients (where appropriate) to retain their business
  • Organize ideas and communicate effectively according to the situation and audience
  • Follow up and make scheduled callbacks to record feedback and ensure SLA compliance

• Build capability to ensure operational excellence and maintain high customer service levels
  • Undertake product trainings to stay current with features, changes, and updates
  • Participate in trainings as per client requirements/recommendations
  • Partner with team leaders to identify training themes and learning issues
  • Update job knowledge through self-learning and networking

Performance Parameters

• Process: Number of cases resolved per day, SLA compliance, customer feedback
• Self-Management: Productivity, efficiency, absenteeism, training hours, technical training completed

Mandatory Skills: Institutional_Finance_Buy_Side_Others.

Experience: 8-10 Years.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with bold ambitions. Join us to realize your ambitions. 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