Production Agent - L1 Job at Wipro | Content Moderation Role in Hyderabad | Apply Now

Company Overview:

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a global leader in technology services and consulting, helping clients achieve bold ambitions and build future-ready, sustainable businesses. With over 230,000 employees across 65 countries, Wipro delivers innovative solutions across consulting, engineering, operations, and design. 

Role Purpose:

To provide effective technical support to processes by managing transactions, resolving client issues directly or escalating when necessary, ensuring process SLAs are met with the highest quality standards.

Key Responsibilities:

Client Support:

• Manage transactions per quality standards and field incoming help requests via phone/email courteously.
• Document all user identification information and nature of issues.
• Track, document, and resolve client queries following standard procedures.
• Maintain internal knowledge bases and frequently asked questions to aid client problem-solving.
• Provide excellent customer service through effective diagnosis and troubleshooting.
• Troubleshoot in a user-friendly, professional manner and record logs accurately.
• Follow up and ensure client satisfaction by scheduling callbacks when needed.

Operational Excellence:

• Stay current with product knowledge through training and self-learning.
• Partner with team leaders to identify training needs and participate actively in upskilling initiatives.
• Maintain productivity, efficiency, and adhere to attendance policies.

Escalation Management:

• Identify red flags and escalate serious client issues to the Team Leader.
• Ensure compliance with service agreements and avoid legal challenges.

Performance Parameters:

• Number of cases resolved per day
• Adherence to process and quality standards
• Meeting process-level SLAs
• Customer feedback and satisfaction
• Training hours and technical certifications completed
• Attendance and productivity metrics

Mandatory Skills:

Content Moderation
(Experience in handling sensitive content following company and client guidelines will be highly valued.)

Qualifications and Skills:

• Graduate in any discipline.
• Strong verbal and written communication skills.
• Problem-solving attitude with attention to detail.
• Ability to work in a dynamic, fast-paced environment.
• Familiarity with customer service practices and call tracking systems.

Additional Information:

• Applications from people with disabilities are encouraged.
• Wipro is an Equal Opportunity Employer committed to creating an accessible, supportive, and inclusive workplace.

How to Apply:

1. Review the job description carefully.
2. Prepare and submit your updated resume and a brief cover letter.
3. Apply through the official Wipro Careers page or designated job portal.
4. If shortlisted, you will be contacted for the interview process.