Production Specialist L1

Role Overview: As a Production Specialist L1 at Wipro Limited, your role is 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, and document all pertinent end user identification information. Additionally, you will update your availability in the RAVE system, record, track, and document all queries received, and follow standard processes and procedures to resolve client queries. Key Responsibilities: - 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 own availability in the RAVE system - Record, track, and document all queries received and resolutions - Resolve client queries as per the SLAs defined in the contract - Access and maintain internal knowledge bases, resources, and FAQs for effective problem resolution - Identify and learn appropriate product details for better client interaction - Maintain and update self-help documents for customers - Identify trends in call logs to prevent future problems - Escalate serious client issues to Team leader in cases of untimely resolution - Deliver excellent customer service through effective diagnosis and troubleshooting - Provide product support and resolution to clients - Troubleshoot all client queries in a user-friendly, courteous, and professional manner - Maintain logs and records of all customer queries - Offer alternative solutions to clients where appropriate - Organize ideas and effectively communicate oral messages - Follow up and make scheduled call backs to customers for feedback Qualifications Required: - Mandatory Skills: Mortgage(Originations) - Experience: 1-3 Years Reinvent your world with Wipro Limited, an end-to-end digital transformation partner that empowers you to design your own reinvention and evolve with the business and industry. Join a business powered by purpose and inspired by constant evolution.,