Production Specialist L1

Wipro Limited is a global leader in technology services and consulting, dedicated to delivering innovative solutions that address complex digital transformation challenges. With a comprehensive portfolio spanning consulting, design, engineering, and operations, Wipro empowers clients to achieve their most ambitious goals and build sustainable, future-ready businesses. Operating across 65 countries with over 230,000 employees and partners, Wipro is committed to helping customers, colleagues, and communities thrive in a rapidly evolving world.

Key Responsibilities

Provide effective technical support and manage client transactions: Handle all incoming client requests via telephone and email professionally and courteously. Accurately document user information, including name, department, contact details, and issue description. Maintain availability status in the internal system to ensure process productivity. Record and track all queries, problem-solving steps, and resolution outcomes. Follow established procedures to resolve client issues within defined SLA timelines. Utilize internal knowledge bases and FAQs to assist in troubleshooting. Continuously update and maintain self-help documents to expedite resolutions. Identify recurring issues through call log analysis and escalate unresolved or critical problems to team leaders promptly. Ensure compliance with service agreements and provide all necessary product information before and after client interactions.

Deliver excellent customer service through diagnosis and troubleshooting: Guide clients through step-by-step solutions by performing thorough issue diagnosis. Assist clients in navigating product features and menus to enhance their understanding. Maintain detailed logs of all customer interactions following standard protocols. Accurately process and document all incoming calls and emails using designated tracking tools. Offer alternative solutions when appropriate to retain client business. Communicate clearly and effectively, tailoring messages to the audience and situation. Conduct follow-up calls to gather feedback and ensure adherence to contract terms and SLAs.

Build capability to ensure operational excellence: Participate in ongoing product training to stay updated on features, changes, and enhancements. Enroll in client-specific and other recommended training programs. Collaborate with team leaders to identify training needs and learning opportunities that improve client service. Engage in self-learning initiatives and maintain professional networks to enhance job knowledge and performance.

Required Qualifications

- Experience of 1 to 3 years in Investment Banking, specifically in Middle and Back Office operations.
- Strong technical troubleshooting and customer service skills.
- Ability to manage multiple client interactions efficiently while adhering to quality standards and SLAs.
- Proficient in documenting and tracking client issues and resolutions.
- Excellent communication skills, both verbal and written.
- Commitment to continuous learning and professional development.

Wipro is committed to fostering a culture of reinvention, encouraging employees to evolve their skills and careers alongside the business and industry transformations. Joining Wipro means becoming part of a purpose-driven organization that empowers individuals to design their own path of growth and success.

Performance Measures

- Number of cases resolved daily.
- Compliance with process and quality standards.
- Adherence to SLAs.
- Customer feedback and pulse scores.
- Productivity and efficiency metrics.
- Training hours and completion of technical training.

Wipro offers a dynamic work environment where innovation and continuous improvement are valued, supporting employees to thrive and contribute meaningfully to client success and organizational growth.