Production Specialist L2

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 enables clients to achieve their most ambitious goals and build 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 an ever-evolving world.

Key Responsibilities

Provide effective technical support and manage client transactions: Handle all incoming client requests via telephone or email professionally and courteously. Accurately document end-user details, including name, department, contact information, and issue description. Maintain availability status in the RAVE system to ensure process productivity. Record, track, and document all queries, problem-solving steps, and resolution outcomes. Follow established processes to resolve client issues within defined SLAs. Utilize internal knowledge bases and FAQs to support efficient problem resolution. Continuously update self-help documents to accelerate resolution times. Identify recurring issues through call log analysis and escalate unresolved or critical problems to team leaders promptly. Ensure compliance with service agreements to avoid legal challenges and provide all necessary product information before and after client interactions.

Deliver excellent customer service through diagnosis and troubleshooting: Offer product support by guiding clients through step-by-step troubleshooting and assisting with navigation of product features. Maintain detailed logs of all customer interactions following standard procedures. Accurately record all incoming calls and emails using designated tracking tools. Provide alternative solutions when appropriate to retain customer business. Communicate clearly and effectively, adapting messages to suit the audience and situation. Conduct follow-up calls to gather feedback and ensure adherence to contracts and SLAs.

Build capability for 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 initiatives and maintain professional networks to enhance job knowledge and performance.

Required Qualifications

- Experience: 3 to 5 years in Investment Banking, specifically in Middle and Back Office operations.
- Strong technical support skills with a focus on client issue resolution.
- Proficiency in documenting and tracking client interactions and problem-solving steps.
- Ability to manage multiple client requests while adhering to SLAs and quality standards.
- Excellent communication skills, both verbal and written, with a customer-centric approach.
- Familiarity with using internal knowledge bases and support tools.
- Commitment to continuous learning and professional development.

Preferred Qualifications and Benefits

Wipro fosters a culture of reinvention and continuous growth, encouraging employees to evolve their skills and careers alongside the business. Joining Wipro means becoming part of a purpose-driven organization that empowers individuals to design their own career paths. Employees benefit from access to extensive training programs, opportunities for professional development, and the chance to work within a dynamic, global environment focused on innovation and digital transformation.

This role offers the opportunity to contribute to a modern, forward-thinking company that values adaptability, customer satisfaction, and operational excellence. If you are motivated by challenges and eager to grow within a leading technology services firm, Wipro provides the ideal platform to advance your career.