Production Agent 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 supports clients in achieving 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 all incoming client requests via phone or email professionally and courteously. Accurately document end-user details, including name, department, contact information, and issue description. Maintain availability status in internal systems to ensure process productivity. Record and track all queries, resolutions, and problem-solving steps, adhering to established processes and service level agreements (SLAs). Utilize internal knowledge bases and FAQs to facilitate efficient problem resolution. Continuously update self-help documents to improve resolution times and identify recurring issues through call log analysis. Escalate unresolved or critical client issues promptly to team leaders and ensure compliance with legal and contractual obligations.

Deliver excellent customer service through diagnosis and troubleshooting: Guide clients step-by-step to resolve product-related queries, assisting them in navigating product features and menus. Maintain detailed logs of all customer interactions using designated tracking software. Offer alternative solutions when appropriate to retain client business. Communicate clearly and effectively, tailoring messages to the audience and situation. Conduct follow-ups and scheduled callbacks to gather feedback and ensure SLA compliance.

Build capability to maintain operational excellence and superior customer service: Participate in ongoing product training to stay updated on features, changes, and client-specific requirements. Collaborate with team leaders to identify training needs and learning opportunities. Engage in self-learning and maintain professional networks to enhance job knowledge and performance.

Required Qualifications

Experience with Geographic Information Systems (GIS) and map-related technologies is essential. Strong problem-solving skills and the ability to manage multiple client interactions efficiently are required. Excellent communication skills, both verbal and written, are necessary to provide clear guidance and maintain accurate documentation. Familiarity with service level agreements and adherence to quality standards is critical. Candidates should demonstrate the ability to work collaboratively within a team and escalate issues appropriately.

Preferred Qualifications and Benefits

While not explicitly detailed, ongoing training and development opportunities are emphasized, supporting continuous learning and career growth. The role offers the chance to be part of a forward-thinking organization committed to digital transformation and innovation. Employees are encouraged to reinvent themselves and their careers, contributing to a dynamic and evolving business environment.

Wipro fosters a culture powered by purpose, empowering individuals to shape their own professional journeys while contributing to meaningful change in the industry and beyond.