PRODUCTION AGENT L1

Job description

## Role Purpose The Production Agent L1 provides effective technical support to the process, handling client issues via telephone and email while ensuring service level agreements (SLAs) are met. ## Key Responsibilities - Manage transactions and maintain quality standards. - Field incoming help requests, document user information, and log all queries. - Resolve client issues following standard procedures, escalating when necessary. - Maintain and update internal knowledge bases, self‑help documents, and product information. - Conduct follow‑up calls, record feedback, and ensure compliance with contracts/SLAs. - Participate in product training and continuous learning to improve service delivery. ## Performance Metrics - Number of cases resolved per day. - Compliance with process and quality standards. - SLA adherence, pulse score, and customer feedback. - Productivity, efficiency, and training hours completed. ## Mandatory Skills - Invoice to Pay (Transactional Accounting) - Customer Service & Communication - Troubleshooting & Technical Support - Documentation & Knowledge‑Base Management - Product Knowledge and Training - Ability to work with the RAVE system ## About Wipro Wipro is a global digital transformation partner. We foster a culture of reinvention, encouraging employees to evolve their careers and skills while delivering end‑to‑end solutions for clients worldwide.

Required skills

Job locations

Compensation

Salary for this role is not disclosed by the employer. We don’t have enough benchmark data from similar roles to produce a reliable estimate. The actual compensation will be discussed during the interview process.