Production Specialist - L3

Wipro Limited is a leading technology services and consulting company dedicated to developing innovative solutions to meet clients" complex digital transformation needs. With a global presence spanning 65 countries and over 230,000 employees and partners, Wipro aims to help customers, colleagues, and communities thrive in a constantly evolving world. Role Purpose: As a Technical Support Specialist at Wipro, your main responsibility is to provide efficient technical support to the process and address client issues promptly to meet process SLAs. Your duties include managing transactions, fielding help requests from clients, documenting user information and problem details, updating availability, recording queries, following standard processes, and ensuring timely resolution of client issues. Key Responsibilities: - Support the process by managing transactions as per quality standards - Field incoming help requests from clients via telephone and emails in a polite manner - Document user identification information and nature of problems - Update availability in the system for productivity - Record and track all queries received and resolutions provided - Follow standard processes and procedures for issue resolution - Access internal resources for effective problem resolution - Document and analyze call logs to identify trends and prevent future problems - Maintain self-help documents for customers - Escalate serious issues to Team Leader when necessary - Ensure product information and disclosures are provided to clients - Deliver excellent customer service through effective diagnosis and troubleshooting - Provide product support and resolution, guiding users through solutions - Troubleshoot client queries in a professional manner - Maintain records of customer queries and resolutions - Process incoming calls and emails using designated software - Offer alternative solutions to retain customers - Communicate effectively with clients and stakeholders - Follow up with customers to ensure compliance and record feedback - Build capability for operational excellence and superior customer service - Stay current with product features, changes, and updates through training Performance Parameters: - Process: Number of cases resolved per day, compliance to quality standards, meeting SLAs, customer feedback - Self-Management: Productivity, efficiency, training completion, technical skill development Mandatory Skills: BFS Business Analyst Experience: 5-8 Years Join Wipro, a company committed to reinvention and digital transformation. Be part of a team that embraces change and empowers you to evolve your skills and career. Realize your ambitions with us and contribute to a purpose-driven business. Applications from individuals with disabilities are encouraged and welcomed. (For more information, visit www.wipro.com),