Production Support

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 supports clients in achieving their most ambitious goals and building 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 incoming help requests from clients via phone or email with professionalism and courtesy. Accurately document user details, including name, department, contact information, and the nature of the issue. Maintain real-time availability in the internal system to ensure process productivity. Record, track, and document all queries, resolutions, and problem-solving steps. Follow established processes and procedures to resolve client issues within defined SLAs. Utilize internal knowledge bases and FAQs to aid in troubleshooting and resolution. Continuously learn product details to enhance client interactions. Analyze call logs to identify recurring issues and update self-help documents to improve resolution times. Escalate unresolved or serious client issues promptly to team leaders. Ensure compliance with service agreements to avoid legal challenges and provide all necessary product information to clients before and after interactions.

Deliver excellent customer service through diagnosis and troubleshooting: Guide clients through step-by-step solutions by performing thorough question diagnosis. Assist clients in navigating product features and menus to improve their understanding. Troubleshoot queries in a courteous, professional, and user-friendly manner. Maintain detailed logs and records of all customer interactions according to standard procedures. Accurately process and document all incoming calls and emails using designated tracking software. Offer alternative solutions when appropriate to retain customer business. Communicate effectively, tailoring messages to suit the audience and situation. Follow up with scheduled callbacks to gather feedback and ensure adherence to contracts and SLAs.

Build capability to ensure operational excellence and superior customer service: Participate in product training sessions to stay updated on features, changes, and updates. Enroll in client-specific and other recommended training programs. Collaborate with team leaders to identify training needs and learning opportunities that enhance service delivery. Engage in self-learning and maintain professional networks to continuously update job knowledge.

Required Qualifications

- 1 to 3 years of relevant experience in technical support or a similar role.
- Strong skills in user acceptance testing.
- Ability to manage multiple client queries efficiently while maintaining high quality and compliance with SLAs.
- Excellent communication skills, both oral and written, with a customer-centric approach.
- Proficiency in documenting and tracking issues using internal systems and tools.
- Willingness to participate in ongoing training and development to stay current with product knowledge.

Preferred Qualifications and Benefits

Wipro encourages continuous reinvention and growth, fostering an environment where employees can evolve their careers and skills alongside the business. Joining Wipro means becoming part of a purpose-driven organization that empowers individuals to design their own professional journey while contributing to cutting-edge digital transformation initiatives. The company offers opportunities for learning, development, and collaboration within a global network of professionals.

Performance is measured by the number of cases resolved daily, adherence to process and quality standards, SLA compliance, customer feedback, productivity, efficiency, and completion of technical training hours. Wipro values self-management, accountability, and a commitment to excellence in delivering superior client service.

If you are motivated by innovation and want to be part of a dynamic team that drives meaningful change, Wipro provides a platform for you to grow and succeed.