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 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 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 internal systems to ensure process productivity. Record and track all queries, problem-solving steps, and resolution outcomes. Follow established procedures to resolve client issues within defined SLAs. Utilize internal knowledge bases and FAQs to enhance problem resolution. Continuously update self-help documentation to expedite client support. Identify recurring issues through call log analysis and escalate unresolved or critical problems to team leaders promptly. Ensure all product information and disclosures are communicated to clients, adhering to service agreements to avoid legal challenges.

Deliver excellent customer service through diagnosis and troubleshooting: Provide step-by-step guidance to clients for product support and issue resolution. Assist users in navigating product features and menus to improve their understanding. Maintain detailed logs of all customer interactions following standard protocols. Process and record incoming calls and emails using designated tracking software accurately. Offer alternative solutions when appropriate to retain customer business. Communicate clearly and effectively, tailoring messages to the audience and situation. Conduct follow-ups and scheduled callbacks to gather feedback and ensure compliance with contracts and SLAs.

Build capability to ensure operational excellence: 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 service quality.

Required Qualifications

Experience in providing technical support within a structured process environment, with a strong focus on customer service and issue resolution. Proficiency in documenting and tracking client interactions and problem-solving steps. Ability to follow standard operating procedures and meet service level agreements consistently. Familiarity with Geographic Information Systems (GIS) and map-related technologies is essential. Strong communication skills, both verbal and written, to effectively interact with clients and team members. Commitment to continuous learning and adapting to evolving product features and client needs.

Preferred Qualifications and Benefits

Wipro fosters a culture of reinvention and growth, encouraging employees to evolve their careers and skills alongside the business. The company offers opportunities to participate in various training programs tailored to client and product requirements. Employees benefit from a supportive environment that values purpose-driven work and empowers individuals to design their own professional development paths. Joining Wipro means becoming part of a forward-thinking organization dedicated to digital transformation and operational excellence.

This role is ideal for candidates passionate about technology, customer service, and continuous improvement within a dynamic global company.