Production Agent L1

Job Title:

PRODUCTION AGENT L1

Location:

Tampa, Florida

Company:
Wipro Limited

• Provide effective technical support to processes and resolve client issues directly or through escalation to meet SLAs.
• Manage transactions and ensure quality standards are met.
• Field all incoming help requests from clients via telephone and/or email courteously.
• Document end‑user identification information and problem details.
• Update availability in RAVE system to ensure process productivity.
• Track and document all queries, problem‑solving steps, and resolution outcomes.
• Follow standard processes to resolve client queries within SLA limits.
• Use internal knowledge bases and resources to provide effective problem resolution.
• Acquire and apply product knowledge to support client interaction and troubleshooting.
• Analyze call logs to identify trends and prevent future issues.
• Maintain and update self‑help documents for customers.
• Identify red flags and elevate serious client issues to team leader when needed.
• Ensure product information and disclosures are provided to clients before and after interactions.
• Maintain compliance with service agreements to avoid legal challenges.
• Deliver excellent customer service through effective diagnosis and troubleshooting.
• Assist clients with navigating product menus and understanding features.
• Maintain logs and records in accordance with standard procedures.
• Process and record all incoming calls and emails using designated tracking software.
• Offer alternative solutions to clients to retain business.
• Communicate effectively with customers and stakeholders.
• Follow up and schedule callbacks to obtain feedback and ensure compliance to contracts/SLAs.
• Build capability for operational excellence and superior customer service.
• Undergo product and other trainings as required.
• Collaborate with team leaders to identify training themes and learning issues.
• Participate in self‑learning opportunities to update job knowledge.

Mandatory

Skills:

Claims Processing

• Expected salary range: $25,000 to $50,000, varying by location, skills, and experience.
• Eligible for Wipro’s standard benefits, including medical and dental options, disability insurance, paid time off, and other leave options.

Wipro provides equal employment opportunities to all employees and applicants, and prohibits discrimination on the basis of race, color, religion, age, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic. Applicants with disabilities and Veterans are explicitly welcomed.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants, including people with disabilities, throughout the recruitment process.