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 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

Support process by managing transactions according to quality standards:
Handle all incoming client help requests via telephone or email professionally and courteously. Accurately document end-user details such as name, department, contact information, and the nature of the issue. Maintain availability status in the internal RAVE system to ensure process productivity. Record, track, and document 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 provide effective solutions. Continuously learn product details to improve client interactions and troubleshooting. Analyze call logs to identify recurring issues and update self-help documents to expedite resolutions. Escalate unresolved or critical 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 effective diagnosis and troubleshooting:
Provide product support by diagnosing client issues and guiding users through step-by-step solutions. Assist clients in navigating product features to enhance their understanding. Handle all queries with professionalism and courtesy. Maintain detailed logs of all customer interactions following standard guidelines. Accurately record all calls and emails 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 adherence to contracts and SLAs.

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

Required Qualifications
- Experience: 1 to 3 years in Investment Banking, specifically in Middle and Back Office operations.
- Strong understanding of process compliance, quality standards, and SLA adherence.
- Ability to manage client interactions professionally and resolve issues efficiently.
- Proficiency in documenting and tracking client queries and resolutions.
- Excellent communication and interpersonal skills to effectively assist clients and collaborate with internal teams.

Preferred Qualifications and Benefits
Wipro encourages continuous learning and reinvention, offering a dynamic work environment where employees can evolve their careers and skills. The company supports professional growth through mandatory and technical training programs. Employees benefit from being part of a purpose-driven organization that values innovation and adaptability in a changing industry landscape.

This role offers the opportunity to contribute to a modern, digitally transformed Wipro, where your efforts directly impact client satisfaction and operational excellence. Join a team that empowers you to design your own career reinvention while supporting global clients in their digital journeys.