Production Agent L1

Wipro•Tampa, FL

13d

About The Position

The Production Agent L1 provides technical support to a process by resolving client issues directly or escalating them promptly to meet process service-level agreements (SLAs). The role supports customer service operations through telephone and email, following established quality standards, processes, and procedures. It includes diagnosing and troubleshooting product questions, guiding users through solutions, documenting interactions, maintaining accurate records, and helping clients understand product features. The agent also keeps product knowledge current through training and self-learning, follows up with customers when scheduled, and works with team leaders to identify training needs and improve service.

Requirements

Mandatory skill: Prod Quality & Complaint Mgt. (Med Device).

Responsibilities

Manage process transactions in accordance with required quality standards.
Respond courteously to incoming client requests by telephone and email.
Record client identification details and the nature of each problem or issue.
Update availability in the RAVE system.
Track and document queries, troubleshooting steps, and resolution outcomes.
Follow standard procedures to resolve client queries within defined SLAs.
Use internal knowledge bases, resources, and FAQs to support problem resolution.
Learn product details to improve client interaction and troubleshooting.
Review call logs to identify recurring trends and help prevent future problems.
Maintain and update customer self-help documents.
Identify serious or unresolved client issues and escalate them to the team leader.
Provide clients with required product information and disclosures before and after calls or email requests.
Diagnose and troubleshoot client questions while guiding users through step-by-step solutions.
Help clients navigate product menus and understand product features.
Maintain customer query logs and records according to standard procedures and guidelines.
Accurately process and record incoming calls and emails using designated tracking software.
Offer alternative solutions when appropriate to support customer and client retention.
Communicate clearly and appropriately with different listeners and in different situations.
Make scheduled customer callbacks to collect feedback and check compliance with contracts and SLAs.
Complete product training and other training required or recommended by the client.
Work with team leaders to identify training themes and learning issues.
Maintain job knowledge through self-learning and personal networks.
Meet performance measures including case resolution, process and quality compliance, SLAs, customer feedback, productivity, efficiency, attendance, and training.