Production Specialist - L1

Wipro; Atlanta (GA); On-site; USD 33,000 - 76,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Disability insurance

Paid time off

Job summary

A leading technology company is seeking a dedicated support professional in Atlanta, GA, to provide effective technical assistance, resolve client issues, and maintain high service standards. Applicants should have 1-3 years of experience in order management and customer support. The expected annual salary ranges from $33,000 to $76,000, with eligibility for comprehensive benefits including medical, dental, and paid leave options.

Qualifications

• 1-3 years of experience in customer support or related field.

Responsibilities

• Support process by managing transactions as per required quality standards.
• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
• Build capability to ensure operational excellence and maintain superior customer service levels.

Skills

Order Management

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.

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 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 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

Key Metrics

Performance Parameters:

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

Requirements

Mandatory Skills: Order Management (Comms).

Experience: 1‑3 Years

Compensation & Benefits

Expected annual pay for this role ranges from $33,000 to $76,000. The role is also eligible for Wipro’s standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

Applications from people with disabilities are explicitly welcome.