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PRODUCTION SPECIALIST L1

Wipro
West Bengal, IND
Contract
Onsite
Discovered 3 weeks ago
Procurement (MDM)Technical supportClient query troubleshootingIssue diagnosisCustomer serviceSLA compliance

Full Job Posting

Role purpose

Provide technical support to a process, resolve client issues directly or through escalation, and meet process SLAs.

Process and client support

  • Handle incoming client requests by phone or email and document user details and issue information.
  • Track queries, troubleshooting steps, and successful or unsuccessful resolutions.
  • Follow standard procedures, meet contract SLAs, and use internal knowledge resources to resolve client issues.
  • Keep availability updated in RAVE and maintain case records in designated tracking software.
  • Identify recurring issues from call logs, maintain self-help documents, and escalate serious unresolved issues.
  • Provide product disclosures and guide clients through diagnosis, solutions, menus, and product features.
  • Offer suitable alternatives and conduct scheduled follow-ups to capture feedback and check SLA compliance.

Service capability

  • Maintain product knowledge through product-specific and client-recommended training.
  • Work with team leaders to identify training themes and learning needs.

Requirements

  • Mandatory skill: Procurement (MDM).
  • Experience: 1–3 years.

Performance measures

Measures include daily cases resolved, process and quality compliance, SLA performance, 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 supporting digital transformation.

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