Production Agent Level 1

Role Overview

This position aims to provide comprehensive technical assistance to ongoing processes by efficiently addressing client issues, either directly or by escalating when required, ensuring adherence to process Service Level Agreements (SLAs).

Key Responsibilities

• Manage process transactions while complying with defined quality requirements
• Respond to client help requests through phone calls and emails professionally and politely
• Record relevant user details such as name, department, contact info, and problem description
• Maintain real-time availability status in the RAVE system to support overall process productivity
• Document all received queries, problem-solving actions, and successful or unsuccessful resolutions
• Adhere to standard protocols to resolve client issues promptly
• Ensure resolution of customer queries within contracted SLAs
• Utilize internal knowledge bases and FAQ repositories for effective troubleshooting
• Gain thorough understanding of relevant product features to enhance client support
• Analyze call records to identify recurring issues for preventive measures
• Update and maintain self-help guides to accelerate problem resolution
• Detect notable issues and escalate unresolved serious concerns to the Team Leader
• Provide clients with all necessary product information before and after interaction
• Ensure compliance with service agreements to prevent legal complications
• Deliver superior customer service through accurate diagnosis and issue resolution
• Guide clients through product menus and features to improve their experience
• Maintain detailed logs of customer interactions following standard procedures
• Use designated tracking tools to accurately log incoming calls and emails
• Suggest alternative solutions when suitable to retain customers and business
• Communicate clearly and appropriately based on audience and context
• Follow up with clients through scheduled callbacks to collect feedback and confirm SLA compliance
• Engage in ongoing training and skill enhancement to maintain product knowledge
• Collaborate with leadership to plan targeted trainings addressing client needs
• Participate in self-directed learning and nurture professional networks to stay updated

Performance Metrics

• Number of cases resolved daily
• Compliance with processing and quality standards
• Achievement of process-level SLAs
• Pulse scores and customer feedback quality
• Personal productivity, efficiency, and attendance
• Completion of technical training hours

Additional Information

This role is part of Wipro's ongoing digital transformation initiative aimed at continual reinvention. Wipro fosters growth by encouraging individuals to evolve their careers and skills alongside changing industry landscapes.