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 helps clients achieve ambitious goals and build sustainable, future-ready businesses. Operating across 65 countries with over 230,000 employees and partners, Wipro is committed to fostering growth for its customers, colleagues, and communities 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 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 actions, and resolution outcomes. Follow established procedures to resolve client issues within defined SLAs. Utilize internal knowledge bases and FAQs to enhance problem resolution. 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 issues promptly to team leaders. Ensure all product information and disclosures are communicated to clients, complying with service agreements to avoid legal challenges.

Deliver excellent customer service through diagnosis and troubleshooting: Provide product support by guiding clients through step-by-step solutions. Assist clients in navigating product features and menus to enhance their understanding. Troubleshoot queries in a courteous and professional manner while maintaining detailed logs as per guidelines. Accurately record all interactions using designated tracking software. Offer alternative solutions when appropriate to retain clients. Communicate clearly and effectively, tailoring messages to the audience. Follow up with customers through 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 service quality.

Required Qualifications

Experience of 1 to 3 years in a technical support or customer service role, preferably with exposure to Geographic Information Systems (Maps). Strong problem-solving skills and the ability to manage multiple client interactions efficiently. Excellent communication skills, both verbal and written, with a focus on delivering clear and concise information. Ability to work within defined SLAs and maintain high-quality standards. Proficiency in documenting and tracking client issues using internal systems.

Preferred Qualifications and Benefits

Candidates who demonstrate a commitment to continuous learning and adaptability will thrive in this role. Wipro offers a dynamic work environment that encourages reinvention and career growth. Employees benefit from access to comprehensive training programs and opportunities to work with cutting-edge technologies. Joining Wipro means becoming part of a purpose-driven organization that empowers individuals to shape their own career paths while contributing to transformative digital initiatives.

This role is ideal for professionals eager to contribute to a modern, evolving technology company that values innovation, customer focus, and operational excellence.