🚀Kickstart Your Career with Wipro! Apply Now for Production Agent - L1 |Hyderabad, India
Job Title: Production Agent - L1
Requisition ID: 30618
Location: Hyderabad, Telangana, India
Job Type: Full-time | Early Career | On-site
Company: Wipro Limited
Industry: IT Services & Consulting
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Job Summary
Wipro is hiring a Production Agent - L1 to join its team in Hyderabad. This role is ideal for candidates looking to start or build a career in technical support and client service operations. You will be at the heart of helping Wipro’s clients by resolving their queries, guiding them through troubleshooting processes, and providing unmatched support.
This is a Level 1 role focused on managing client interactions efficiently while maintaining the highest standards of service excellence. You’ll be empowered to learn new technologies, collaborate with experienced professionals, and help transform global businesses.
Role Purpose
To provide effective technical and operational support to Wipro’s processes by directly resolving or escalating client issues, ensuring client satisfaction and SLA (Service Level Agreement) compliance.
Key Responsibilities
✅ Technical Support & Issue Resolution
Respond to client help requests through calls or emails with professionalism and courtesy.
Troubleshoot technical problems and offer step-by-step guidance.
Document and track user queries, actions taken, and issue resolution statuses.
Maintain accurate logs in Wipro’s RAVE and CRM tools.
Escalate unresolved or critical issues to Team Leads.
✅ Service Delivery & Client Communication
Provide detailed product and process information before and after each interaction.
Deliver excellent customer service aligned with SLA timelines and contract obligations.
Identify recurring issues and provide documentation for future resolutions.
Proactively follow up on unresolved issues and obtain customer feedback.
✅ Knowledge Management & Process Improvement
Regularly access and update the internal knowledge base and FAQs.
Participate in product training, stay updated with the latest changes, and contribute to self-help documentation.
Analyze call patterns and logs to identify trends and reduce repeat issues.
✅ Operational Excellence
Ensure personal productivity and availability is accurately reflected in RAVE.
Attend scheduled training sessions to enhance skillsets and technical expertise.
Collaborate with team leaders for insights, feedback, and performance improvement.
Key Performance Indicators (KPIs)
Performance Area Metrics
Process Cases resolved per day, SLA compliance, Customer Satisfaction (CSAT) score, Quality Audit Scores
Self-Management Productivity, Attendance, Training Hours completed, Error Rate, Absenteeism
Eligibility Criteria
• Educational Qualification: Graduate in any discipline (preferably technical or computer applications).
• Experience: Freshers or 0–2 years in customer support, BPO, technical helpdesk preferred.
Skills Required:
• Fluent in spoken and written English.
• Strong interpersonal and communication skills.
• Basic technical troubleshooting ability.
• Knowledge of CRM tools is a plus.
Why Trust Wipro and This Role?
Experience: Wipro’s extensive global client base ensures real-time learning and practical exposure in a production environment.
Expertise: You’ll gain hands-on experience with enterprise-grade tools, platforms, and support systems that shape global tech support operations.
Authoritativeness: As a Wipro employee, your skills will be nurtured by one of the world’s top IT consulting firms, building a reputable and globally recognized professional foundation.
Trustworthiness: Wipro is committed to data privacy, compliance, and ethical support practices. Your training will focus on integrity, customer-first mindset, and industry best standards.
About Wipro Limited
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a global technology consulting and services company at the forefront of digital innovation. Headquartered in Bangalore, India, Wipro serves clients in over 65 countries, with a workforce of 230,000+ professionals. We deliver end-to-end solutions across strategy, design, engineering, and operations.
We’re trusted by governments, startups, and Fortune 500 companies alike to drive transformation across finance, retail, manufacturing, healthcare, and other industries. Our core principles revolve around sustainability, innovation, and reinvention.
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📍 Location: Hyderabad, India
🕐 Timings: Rotational shifts may apply
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🙋♀️ Frequently Asked Questions (FAQs)
❓ What does a Production Agent – L1 do?
This is a Level 1 support role where you’ll assist customers through phone or email, troubleshoot technical problems, and ensure timely resolution.
❓ Is this a remote or on-site role?
The role is on-site and based in Hyderabad, India.
❓ Who can apply?
Graduates from any discipline (preferably technical) with good communication skills and a passion for customer service can apply.
❓ Is training provided?
Yes, Wipro provides extensive training and learning modules tailored to the specific client and process.
❓ What are the career growth opportunities?
You can grow into roles such as Senior Production Agent, Team Lead, Quality Analyst, or even transition into technical roles within Wipro.
❓ What is the interview process?
It typically includes:
Aptitude/Communication Test
HR Interview
ps Round
Offer & Onboarding
❓ Are persons with disabilities encouraged to apply?
Absolutely. Wipro welcomes applications from people with disabilities and is committed to inclusivity.
💼 Why Choose Wipro?
• Work with cutting-edge clients across industries
• Be part of a global team spanning 65+ countries
• Access to Wipro’s digital learning platforms
• Opportunity to upskill and reskill across technologies
• Performance-based career advancement
Final Note
At Wipro, we believe in the reinvention of talent and transformation through technology. This is more than just a job it's your path to a meaningful career in one of the world's most respected tech giants.
Join us. Grow with us. Shape the future.
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