Production Agent Level 1 – Technical Support
Wipro · Pune
Job description
About the role
We are looking for a Production Agent Level 1 to provide effective technical support to our clients. The role involves handling incoming help requests via phone and email, diagnosing issues, and ensuring resolutions meet the defined service‑level agreements.
Key responsibilities
- Field all client help requests courteously through telephone and email.
- Document end‑user information, problem details and resolution steps in the RAVE system.
- Maintain personal availability status to optimise process productivity.
- Follow standard procedures to resolve queries within SLA targets.
- Access and update internal knowledge bases and self‑help documents.
- Analyse call logs to identify recurring trends and suggest preventive actions.
- Escalate complex or time‑critical issues to the Team Leader.
- Provide product guidance, navigate clients through menus and offer alternative solutions when appropriate.
- Conduct scheduled callbacks to capture feedback and verify compliance.
- Participate in product trainings to stay current with feature updates.
Required profile
- Strong communication skills and a courteous, professional demeanor.
- Attention to detail when recording client information and actions taken.
- Ability to work under defined SLA pressures and follow documented processes.
- Commitment to continuous learning and product knowledge improvement.
Required skills
- Proficiency with the RAVE tracking system.
What we offer
- Opportunity to develop expertise in technical support within a fast‑paced environment.
- Access to ongoing product training and knowledge resources.
- Collaborative team culture focused on delivering excellent customer service.
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Published 5 hours ago
Expires 1 month from now
1 views · 0 applications
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Wipro
Pune