Production Agent L1

Wipro•Atlanta, GA

3d•Onsite

About The Position

Wipro Limited is seeking a Production Agent L1 to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. This role involves managing transactions according to quality standards, fielding incoming help requests via telephone and/or emails, documenting user information and issue nature, updating availability in the RAVE system, and recording/tracking queries and resolutions. The agent will follow standard processes, resolve queries within defined SLAs, and maintain internal knowledge bases. Responsibilities include analyzing call logs to identify trends, updating self-help documents, identifying and escalating serious client issues, ensuring compliance with service agreements, and delivering excellent customer service through diagnosis and troubleshooting. The role also involves assisting clients with product navigation, troubleshooting in a user-friendly manner, maintaining logs, processing incoming calls/emails, offering alternative solutions to retain business, and following up with customers for feedback. Additionally, the agent will build capability for operational excellence, undertake product trainings, and partner with team leaders to identify training needs.

Requirements

Application Support Desk

Responsibilities

Provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
Manage 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, 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 SLA's 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.
Avoids legal challenges by complying with service agreements.
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 and facilitate better understanding of product features.
Troubleshoot all client queries in a user-friendly, courteous and professional manner.
Maintain logs and records of all customer queries as per the standard procedures and guidelines.
Accurately process and record all incoming call and email using the designated tracking software.
Offer alternative solutions to clients (where appropriate) with the objective of retaining 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 to contract /SLAs.
Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client.
Undertake product trainings to stay current with product features, changes and updates.
Enroll in product specific and any other trainings 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.