Production Agent L1

Company

The purpose of this role is to give effective technical support to the process and actively resolve client issues, either directly or through timely escalation, so that process SLAs are met.

Can 2026 graduates apply for this Wipro Production Agent job?

Yes. The post takes batch 2025 and 2026, with no experience needed.

What is the salary for Production Agent at Wipro in Kolkata?

The post lists ₹1.8–2.6 LPA.

What is the last date to apply?

Apply by 14 Dec 2026. Wipro can close the post earlier, so apply soon.

How do I prepare for the Wipro interview?

Revise the skills the post asks for (O2C and RAVE) and practise common fresher interview questions on FleetCode .

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Support the process by managing transactions to the required quality standards

* Handle all incoming help requests from clients by phone and/or email in a courteous manner * Record end user details, including name, department, contact information and the nature of the problem * Update your availability in the RAVE system to keep the process productive * Record, track and document all queries, the problem-solving steps taken, and the successful and unsuccessful resolutions * Follow standard processes and procedures to resolve client queries * Resolve client queries within the SLAs defined in the contract * Access and maintain internal knowledge bases, resources and FAQs to resolve client problems effectively * Learn relevant product details to support better client interaction and troubleshooting * Analyze call logs to identify recurring trends and prevent future problems * Maintain and update self-help documents for customers to speed up resolution * Identify red flags and escalate serious issues to the Team Leader when resolution is delayed * Make sure all product information and disclosures are given to clients before and after calls or email requests * Comply with service agreements to avoid legal challenges

Deliver excellent customer service through effective diagnosis and troubleshooting

* Provide product support by diagnosing queries and guiding users through step-by-step solutions * Help clients navigate product menus and understand product features * Troubleshoot all client queries in a user-friendly, courteous and professional manner * Maintain logs and records of customer queries according to standard procedures * Accurately process and record all incoming calls and emails using the designated tracking software * Offer alternative solutions where appropriate to retain customers and their business * Communicate ideas clearly to listeners in a suitable manner for each situation * Follow up with scheduled call backs to record feedback and ensure compliance with contract SLAs

Build capability to ensure operational excellence and superior service levels for the existing account

* Complete product training to stay current with features, changes and updates * Enroll in product-specific and other trainings as required by the client * Work with team leaders to identify training themes and learning gaps to better serve the client * Keep job knowledge current through self-learning and personal networks

Performance Measures

* Process: cases resolved per day, compliance with process and quality standards, meeting process-level SLAs, Pulse score, customer feedback * Self-management: productivity, efficiency, absenteeism, training hours, number of technical trainings completed

LocationKolkata

Apply by14 Dec 202640 days left

Posted9 hours ago

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O2C RAVE Customer Support Process Associate Production Agent Technical Support