Production Agent L1

Overview

We are looking for a customer-focused and detail-oriented professional to join our support team as a Technical Support Executive. In this role, you will be responsible for delivering timely and effective solutions to client issues while ensuring adherence to defined service levels and quality standards. You will act as the first point of contact for customers, playing a key role in enhancing user experience and maintaining high levels of client satisfaction.

Key Responsibilities

1. Serve as the primary point of contact for customer queries via phone and email
2. Diagnose and resolve technical issues by guiding users through clear, step-by-step solutions
3. Log, track, and manage all customer interactions using internal ticketing systems
4. Ensure all requests are handled within agreed SLAs and meet quality benchmarks
5. Maintain accurate records of customer details, issues, and resolutions
6. Leverage internal knowledge bases and tools to deliver efficient problem resolution
7. Identify recurring issues and proactively contribute to long-term solutions
8. Escalate complex or unresolved cases to the appropriate teams in a timely manner
9. Educate customers on product features and help them navigate system functionalities
10. Develop and maintain support documentation and self-service resources
11. Follow up with customers to confirm resolution and gather feedback
12. Collaborate with internal stakeholders to continuously improve service delivery
13. Adhere to company policies, compliance standards, and contractual obligations

Requirements

1. Bachelor’s degree in any discipline
2. Strong verbal and written communication skills
3. Basic understanding of technical troubleshooting and customer support processes
4. Experience with ticketing tools or CRM platforms is an advantage
5. Ability to multitask and work efficiently in a fast-paced, SLA-driven environment
6. Strong problem-solving skills with attention to detail
7. Positive attitude with a willingness to learn and grow

Why Join Wipro ?

You’ll be part of a dynamic environment that values continuous learning and professional growth. This is an excellent opportunity for individuals looking to build a strong foundation in IT support while working with a globally recognized organization focused on innovation and digital transformation.