Wipro Hiring Freshers 2026 | Production Agent L1 Job Opportunity

Wipro Hiring Freshers | Production Agent L1

Introduction

Looking for freshers jobs in the IT and technology sector? Wipro has announced an exciting opportunity for graduates through its Production Agent L1 role. Candidates interested in technical support, customer service, troubleshooting, and process operations can explore this opportunity and build a successful career with one of the world’s leading technology services and consulting companies.

Wipro Hiring Freshers – Production Agent L1

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Roles & Responsibilities

• Support process by managing transactions as per required quality standards.
• Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Update own availability in the RAVE system to ensure productivity of the process.
• Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions.
• Follow standard processes and procedures to resolve all client queries.
• Resolve client queries as per the SLA’s defined in the contract.
• Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients.
• Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
• Document and analyze call logs to spot most occurring trends to prevent future problems.
• Maintain and update self-help documents for customers to speed up resolution time.
• Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution.
• Ensure all product information and disclosures are given to clients before and after the call/email requests.
• Avoids legal challenges by complying with service agreements.
• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
• Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.
• Assist clients with navigating around product menus and facilitate better understanding of product features.
• Troubleshoot all client queries in a user-friendly, courteous and professional manner.
• Maintain logs and records of all customer queries as per the standard procedures and guidelines.
• Accurately process and record all incoming call and email using the designated tracking software.
• Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business.
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations.
• Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs.
• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client.
• Undertake product trainings to stay current with product features, changes and updates.
• Enroll in product specific and any other trainings per client requirements/recommendations.
• Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client.
• Update job knowledge by participating in self learning opportunities and maintaining personal networks.

About Wipro

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging its holistic portfolio of capabilities in consulting, design, engineering, and operations, Wipro helps clients realize their ambitions and build future-ready, sustainable businesses.

With over 230,000 employees and business partners across 65 countries, Wipro delivers on the promise of helping customers, colleagues, and communities thrive in an ever-changing world.

Frequently Asked Questions (FAQ)

1. What is the role offered by Wipro?
Wipro is hiring for the Production Agent L1 role.

2. Who can apply for this role?
Candidates with a Bachelor’s Degree can apply.

3. Which batches are eligible?
2024, 2025, and 2026 graduates can apply.

4. Is this role suitable for freshers?
Yes, this opportunity is suitable for fresh graduates interested in technical support and customer service roles.

5. Where can I apply?
Candidates can apply through the official Wipro careers portal using the application button above.