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PRODUCTION SPECIALIST L1

Wipro
West Bengal, IND
Contract
Onsite
Discovered 3 weeks ago
Client technical supportTroubleshooting and issue resolutionCall and email handlingCase documentation and trackingSLA complianceRAVE system

Full Job Posting

Role purpose

Provide technical support to the process and resolve client issues directly or through timely escalation to meet service-level agreements.

Process and client support

  • Manage transactions in line with quality standards and handle incoming client requests by phone or email.
  • Document user details, issue descriptions, troubleshooting steps, and outcomes; update availability in the RAVE system.
  • Follow standard procedures, resolve queries within contract-defined SLAs, and use internal knowledge resources.
  • Learn product details, analyze call logs for recurring issues, and maintain customer self-help documents.
  • Escalate serious or untimely issues to the team leader and provide required product information and disclosures.
  • Diagnose client queries and guide users through step-by-step solutions and product menus.
  • Log incoming calls and emails in designated tracking software; offer appropriate alternatives and make scheduled follow-up calls.
  • Complete product training and collaborate with team leaders to identify learning needs.

Experience and mandatory skill

  • Experience: 1–3 years.
  • Mandatory skill: Record to Report - DOP.

Performance measures

  • Performance is assessed through cases resolved per day, process and quality compliance, SLA attainment, pulse score, and customer feedback.
  • Self-management measures include productivity, efficiency, absenteeism, training hours, and completed technical training.

About Wipro

Wipro describes itself as a technology services and consulting company focused on digital transformation, with operations across more than 65 countries.

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