Production Specialist - L1

The role aims to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. You will support the process by managing transactions as per required quality standards, field all incoming help requests from clients via telephone and/or emails in a courteous manner, document all pertinent end-user identification information, update your availability in the RAVE system to ensure productivity of the process, record, track, and document all queries received, follow standard processes and procedures to resolve client queries, access and maintain internal knowledge bases, resources, and frequently asked questions, identify appropriate product details to facilitate better client interaction and troubleshooting, document and analyze call logs to spot trends, maintain and update self-help documents for customers, and escalate serious client issues to the Team leader in cases of untimely resolution. You will deliver excellent customer service through effective diagnosis and troubleshooting of client queries, provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions, assist clients with navigating around product menus, troubleshoot all client queries in a user-friendly, courteous, and professional manner, maintain logs and records of all customer queries, accurately process and record all incoming calls and emails using the designated tracking software, offer alternative solutions to clients where appropriate, organize ideas and effectively communicate oral messages appropriate to listeners and situations, follow up and make scheduled call backs to customers, and record feedback to ensure compliance to contract/SLAs. You will build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client by undertaking product trainings to stay current with product features, changes, and updates, enrolling in product-specific and any other trainings per client requirements/recommendations, partnering with team leaders to brainstorm and identify training themes and learning issues, updating job knowledge by participating in self-learning opportunities and maintaining personal networks. Performance Parameters: 1. Process: No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback. 2. Self-Management: Productivity, efficiency, absenteeism, Training Hours, No of technical training completed. Experience: 1-3 Years. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.,