Production Agent - L1

The role aims to provide effective technical support to the process and proactively resolve client issues either directly or through timely escalation to adhere to process SLAs. Responsibilities include managing transactions, handling help requests from clients via telephone and/or emails, documenting pertinent end user information, updating availability in the RAVE system, recording and tracking all queries, following standard processes to resolve client issues, accessing internal knowledge bases for effective problem resolution, learning product details, analyzing call logs to identify trends, updating self-help documents for customers, escalating serious client issues to Team leader, ensuring product information and disclosures are provided to clients, delivering excellent customer service through diagnosis and troubleshooting, providing product support, assisting clients in navigating product menus, troubleshooting queries in a user-friendly manner, maintaining records of customer queries, processing all incoming calls and emails accurately, offering alternative solutions to retain customers, organizing ideas and effectively communicating orally, following up with customers for feedback, participating in product trainings to stay updated, enrolling in client-specific trainings, brainstorming with team leaders to identify training themes, updating job knowledge through self-learning opportunities, and maintaining personal networks. The performance parameters for this role include the number of cases resolved per day, compliance with process and quality standards, meeting process level SLAs, Pulse score, customer feedback, productivity, efficiency, absenteeism, training hours, and the number of technical training completed. Wipro is in the process of building a modern end-to-end digital transformation partner and seeks individuals inspired by reinvention to join the team. The company encourages constant evolution in both personal and professional aspects and aims to empower individuals to design their own reinvention. Applications from people with disabilities are explicitly welcome.,