WIPRO Jobs for the Post of Production Specialist in Pune | DOP

JOB TITLE: Production Specialist

WIPRO is looking for a developer to work in Pune. We discuss all the details about the job, including the Job description and application procedure. Tech Mahindra Jobs

JOB DETAILS:

ROLE PURPOSE:

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

1. Support process by managing transactions as per required quality standards
   1. Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
   2. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
   3. Update on availability in the RAVE system to ensure the productivity of the process
   4. Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions
   5. Follow standard processes and procedures to resolve all client queries
   6. Resolve client queries as per the SLAs defined in the contract
   7. Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution to clients
   8. Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
   9. Document and analyze call logs to spot the most occurring trends to prevent future problems
   10. Maintain and update self-help documents for customers to speed up resolution time
   11. Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
   12. Ensure all product information and disclosures are given to clients before and after the call/email requests
   13. Avoids legal challenges by complying with service agreements