Production Agent - L1

Role Overview: You will be responsible for providing effective technical support to the process and actively resolving client issues either directly or through timely escalation to meet process SLAs. Key Responsibilities: - Manage transactions to meet required quality standards - Handle all incoming help requests from clients via telephone and/or emails in a courteous manner - Document all pertinent end user identification information, including name, department, contact information, and nature of the problem or issue - Update your availability in the RAVE system to ensure process productivity - Record, track, and document all queries received, problem-solving steps taken, and successful and unsuccessful resolutions - Resolve client queries as per the SLAs defined in the contract - Access and maintain internal knowledge bases, resources, and frequently asked questions for effective problem resolution - Identify and learn appropriate product details for better client interaction and troubleshooting - Document and analyze call logs to identify trends and prevent future problems - Maintain and update self-help documents for customers to speed up resolution time - Identify red flags and escalate serious client issues to Team Leader in cases of untimely resolution - Ensure all product information and disclosures are provided to clients before and after the call/email requests - Deliver excellent customer service through effective diagnosis and troubleshooting of client queries - Provide product support and resolution to clients by performing question diagnosis and guiding users through step-by-step solutions - Assist clients with navigating product menus and understanding product features - Troubleshoot all client queries in a user-friendly, courteous, and professional manner - Maintain logs and records of all customer queries as per standard procedures and guidelines - Process and record all incoming calls and emails accurately using designated tracking software - Offer alternative solutions to clients when appropriate to retain customers and clients" business - Organize ideas and effectively communicate oral messages appropriate to listeners and situations - Follow up and make scheduled call backs to customers to record feedback and ensure compliance with contracts/SLAs - Undertake product trainings to stay current with product features, changes, and updates - Enroll in product-specific and any other trainings as per client requirements/recommendations - Partner with Team Leaders to brainstorm and identify training themes and learning issues to better serve the client - Update job knowledge by participating in self-learning opportunities and maintaining personal networks Qualifications Required: - No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback - Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Note: Wipro is a leading technology services and consulting company focused on building innovative solutions to address clients" complex digital transformation needs. With over 230,000 employees and business partners across 65 countries, Wipro aims to help customers, colleagues, and communities thrive in an ever-changing world. Wipro encourages reinvention and continuous evolution in its employees, offering a place that empowers individuals to design their own reinvention and realize their ambitions. Applications from people with disabilities are explicitly welcome.,