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 empowers 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 a rapidly evolving world.

Key Responsibilities

Provide effective technical support and manage client transactions: Handle all incoming client help requests via telephone and email professionally and courteously. Accurately document user information, including name, department, contact details, 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 facilitate efficient problem resolution. Learn and update product knowledge to improve client interactions and troubleshooting. Analyze call logs to identify recurring issues and contribute to preventive measures. Maintain and update self-help documents to accelerate resolution times. Escalate unresolved or critical issues promptly to team leaders. Ensure all product information and disclosures are communicated clearly to clients, adhering to service agreements to avoid legal challenges.

Deliver excellent customer service through 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. Troubleshoot queries with professionalism and courtesy. Maintain accurate logs of all customer interactions according to standard procedures. Use designated tracking software to process and record calls and emails. Offer alternative solutions when appropriate to retain clients and business. Communicate 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 and 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. Engage in self-learning and maintain professional networks to enhance job knowledge.

Required Qualifications

- 3 to 5 years of experience in technical support or related roles.
- Proficiency in Geographic Information Systems (GIS) and maps.
- Strong problem-solving skills with the ability to manage multiple client issues efficiently.
- Excellent communication skills, both verbal and written.
- Ability to work within SLAs and maintain high-quality service standards.
- Familiarity with tracking software and documentation best practices.

Preferred Qualifications and Benefits

Wipro encourages continuous learning and reinvention, offering opportunities to evolve your skills and career in a dynamic environment. The company fosters a culture of innovation and purpose, empowering employees to design their own growth paths. Training hours and technical skill development are emphasized to support professional advancement. Performance is measured by case resolution rates, compliance with quality standards, customer feedback, and productivity metrics, ensuring a focus on both individual and process excellence.

Join Wipro to be part of a forward-thinking organization that values reinvention and is committed to shaping the future of digital transformation.