Production Agent

Role Overview: The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Key Responsibilities: - Support process by managing transactions as per required quality standards - Fielding 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 problem or issue - Update own availability in the RAVE system to ensure productivity of the process - Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions - Follow standard processes and procedures to resolve all client queries - Resolve client queries as per the SLAs defined in the contract - Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients - Identify and learn appropriate product details to facilitate better client interaction and troubleshooting - Document and analyze call logs to spot most occurring trends to 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 given to clients before and after the call/email requests - Avoid legal challenges by complying with service agreements Qualification Required: - Mandatory Skills: Content Moderation Additional Details: Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.,