Production Specialist

2 weeks ago


Toronto, Ontario, Canada Wipro Full time

Role Overview

The role of Production Agent at Wipro is a challenging and rewarding position that requires effective technical support to the process and actively resolving client issues directly or through timely escalation to meet process SLAs.

Key responsibilities include managing transactions as per required quality standards, fielding all incoming help requests from clients via telephone and/or emails in a courteous manner, documenting all pertinent end user identification information, including name, department, contact information and nature of problem or issue, updating own availability in the RAVE system to ensure productivity of the process, recording, tracking, and documenting all queries received, problem-solving steps taken and total successful and unsuccessful resolutions.

Additionally, this role involves following standard processes and procedures to resolve all client queries, resolving client queries as per the SLAs defined in the contract, accessing and maintaining internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients, identifying and learning appropriate product details to facilitate better client interaction and troubleshooting, documenting and analyzing call logs to spot most occurring trends to prevent future problems, maintaining and updating self-help documents for customers to speed up resolution time, identifying red flags and escalating serious client issues to Team leader in cases of untimely resolution.

In order to deliver excellent customer service through effective diagnosis and troubleshooting of client queries, this role also involves providing product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions, assisting clients with navigating around product menus and facilitating better understanding of product features, troubleshooting all client queries in a user-friendly, courteous and professional manner, maintaining logs and records of all customer queries as per the standard procedures and guidelines, accurately processing and recording all incoming call and email using the designated tracking software.

This role offers opportunities for growth and development, with training and skill-building initiatives available to enhance job knowledge and capabilities. Moreover, partnership with team leaders is encouraged to brainstorm and identify training themes and learning issues to better serve the client, update job knowledge by participating in self-learning opportunities and maintaining personal networks.

The ideal candidate will possess strong problem-solving skills, attention to detail, and excellent communication skills, with the ability to work collaboratively as part of a team to achieve business objectives. The salary for this position is estimated to be between $65,000 and $90,000 per annum, depending on location and experience.



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