Production Specialist L1

Role Purpose: Provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
Key Responsibilities:
- Manage transactions according to required quality standards and field incoming help requests via phone and email courteously.
- Document end-user information, track queries, record problem-solving steps, and log successful/unsuccessful resolutions.
- Update availability in the RAVE system, follow standard operating procedures, and resolve client queries within defined SLAs.
- Maintain internal knowledge bases, FAQs, and self-help documents to aid troubleshooting and speed up resolution times.
- Analyze call logs to identify recurring trends, prevent future issues, and escalate serious matters to Team Leaders when necessary.
- Deliver excellent customer service through effective diagnosis, step-by-step guidance, and product feature navigation.
- Accurately process calls and emails using designated tracking software, offer alternative solutions to retain clients, and follow up for feedback.
- Complete mandatory product trainings, partner with leadership on learning initiatives, and continuously update job knowledge.
Performance Metrics: Cases resolved daily, process/quality compliance, SLA adherence, Pulse scores, customer feedback, productivity, efficiency, and training completion.
Mandatory Skills: Record to Report - DOP
Experience Required: 1-3 Years
About Wipro: Join an end-to-end digital transformation partner focused on reinvention, continuous evolution, and empowering employees to design their own career growth.