Wipro Hiring: Production Agent L1 2026:-
The role involves handling client queries through telephone and email, troubleshooting product-related issues, documenting cases, meeting service-level agreements (SLAs), and maintaining high customer satisfaction.
| Company: | Wipro Limited |
| Job Title: | Production Agent L1 |
| Job Category: | Technical Support / Customer Support / GIS |
| Experience Required: | Freshers |
| Salary: | As per Company Standards |
| Application Deadline: | ASAP |
Role Overview:-
The Production Agent L1 role focuses on providing effective technical and process support to clients. The selected candidate will handle incoming customer requests, identify and troubleshoot issues, provide appropriate solutions, and escalate complex or unresolved cases to the relevant team.
The position also requires accurate documentation, adherence to defined processes, compliance with service agreements, and continuous learning about client products and services.
Mandatory requirement: Geographic Information Systems (Maps). Candidates should verify the specific GIS or mapping knowledge expected for the client account.
Educational Requirements:-
The supplied job description does not specify a required degree or educational qualification.
Candidates should check the official Wipro job listing for the minimum education requirement, preferred qualifications, and any additional eligibility conditions.
Key Skills Required:-
1. Technical Skills
- Geographic Information Systems (GIS)
- Maps-related product or application support
- Basic troubleshooting and problem diagnosis
- Email and telephone support
- Query tracking and documentation
- Knowledge-base and FAQ usage
- Customer support tracking tools
- Familiarity with internal systems such as RAVE, where applicable
2. Functional Skills
- Client query management
- Issue identification and resolution
- Service-level agreement (SLA) compliance
- Case logging and follow-up
- Customer feedback management
- Escalation management
- Process and quality compliance
- Trend analysis of recurring issues
3. Communication and Soft Skills
- Good verbal and written communication
- Professional telephone and email etiquette
- Customer-focused approach
- Analytical and problem-solving skills
- Patience and active listening
- Time management
- Team collaboration
- Willingness to learn new products and processes
Roles and Responsibilities:-
1. Client Support and Query Management
- Handle incoming customer requests through telephone and email.
- Understand client issues and provide appropriate support.
- Collect and document relevant customer information, including contact details and the nature of the problem.
- Guide users through step-by-step solutions.
- Help clients understand product features and navigate application menus.
- Provide clear and courteous responses to customer queries.
2. Technical Troubleshooting and Issue Resolution
- Diagnose customer-reported problems and identify possible causes.
- Follow standard operating procedures to resolve issues.
- Use internal knowledge bases, FAQs, and support resources to identify solutions.
- Provide alternative solutions when appropriate.
- Escalate complex, critical, or unresolved issues to the team leader or relevant technical team.
- Follow up on outstanding issues until the appropriate resolution process is completed.
3. GIS and Maps-Related Support
- Support client queries related to GIS or mapping applications, as required by the assigned process.
- Understand relevant product features and application workflows.
- Assist users with reported map or application issues within the scope of the role.
- Document issue details accurately to support investigation and resolution.
Note: The exact GIS and mapping tasks are not detailed in the supplied vacancy and may depend on the client account.
4. Documentation and Reporting
- Record, track, and document customer queries and troubleshooting steps.
- Accurately update case details in designated tracking systems.
- Maintain records of successful and unsuccessful resolutions.
- Analyze recurring issues and identify common trends.
- Update self-help documentation and support resources when required.
- Maintain accurate call and email logs.
5. SLA and Quality Management
- Resolve client queries within defined service-level agreements.
- Follow prescribed processes, quality standards, and service requirements.
- Maintain productivity and accuracy while handling customer requests.
- Ensure required product information and disclosures are communicated to clients.
- Follow applicable service agreements and compliance procedures.
6. Training and Continuous Improvement
- Participate in product-specific and process-related training.
- Stay updated on product features, changes, and updates.
- Identify learning gaps and work with team leaders to improve service quality.
- Participate in self-learning activities to strengthen product knowledge.
- Maintain professional knowledge relevant to the assigned client account.
Performance Parameters:-
Wipro’s description identifies the following performance measures:
- Process performance: Cases resolved per day, process compliance, quality standards, SLA achievement, and customer feedback.
- Self-management: Productivity, efficiency, attendance, training hours, and completion of technical training.
About Wipro:-
Wipro Limited is a global technology services and consulting company that provides solutions across consulting, design, engineering, and operations. The company supports organizations with digital transformation and technology-driven business solutions.
Wipro operates across multiple countries and focuses on innovation, customer service, operational excellence, and continuous employee development.
Wipro Hiring: Production Agent L1 2026 Application Process:-
Apply Link:- Click Here To Apply
Note:- Only the shortlisted candidates will be notified for the further interview process.
