PRODUCTION AGENT L1

As a Production Agent L1 at Wipro, you will provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. You will field all incoming help requests from clients via telephone and email, document end user identification information and the nature of problems, and follow standard processes to resolve queries within contractually defined SLAs.

You will record, track, and document all queries received along with problem-solving steps taken and resolution outcomes. Accessing and maintaining internal knowledge bases and FAQs to provide effective problem resolution is essential. You will identify and learn product details to facilitate better client interaction, document and analyze call logs to spot recurring trends, and maintain self-help documents for customers to improve resolution times.

The role involves delivering excellent customer service through effective diagnosis and troubleshooting, guiding users through step-by-step solutions, assisting clients with product navigation and feature understanding, and accurately processing all incoming interactions using designated tracking software. You will escalate serious issues to Team Leaders when needed, offer alternative solutions to retain customer business, and follow up with scheduled callbacks to record feedback.

Building capability through product-specific trainings, staying current with product updates, and partnering with team leaders to identify learning themes are also expected.