Production Agent L1 - Medical Info Product Support

Role Overview Wipro is looking for a Production Agent L1 to provide effective technical support within a medical information product support environment. In this role, you will handle client queries, troubleshoot issues, and ensure timely resolution in line with defined SLAs. You will serve as a key point of contact for end users, delivering professional and courteous assistance through both voice and non-voice channels. Key Responsibilities - Handle all incoming client requests via telephone and email in a professional and courteous manner - Document end user details, nature of issues, and all troubleshooting steps taken in the designated tracking system - Resolve client queries by following standard processes and procedures as per contractual SLAs - Access and maintain internal knowledge bases to provide accurate and efficient problem resolution - Identify recurring issues by analyzing call logs and trends to help prevent future problems - Escalate unresolved or critical client issues to the team leader in a timely manner - Ensure all required product information and disclosures are communicated to clients before and after each interaction - Participate in product-specific training to stay updated with changes and new features - Collaborate with team leaders to identify training needs and improve overall service quality - Maintain self-help documentation to reduce resolution time for common client queries Required Qualifications - Any graduate or postgraduate degree from a recognised institution - 1 to 4 years of experience in a technical support or customer service role - Mandatory experience or knowledge in Medical Info Product Support, specifically PQCM - Strong troubleshooting and problem-solving skills - Excellent verbal and written communication skills - Familiarity with call tracking and RAVE or similar productivity management systems - Ability to comply with legal and contractual service agreements Why Join Us Wipro is a globally recognised IT services leader offering strong career growth, continuous learning opportunities, and a collaborative work environment. Joining this team means being part of a purpose-driven organisation that values operational excellence and customer satisfaction.

- 1 to 4 years of experience in technical support or customer service - Hands-on experience with Medical Info Product Support (PQCM) - Proficiency in handling client queries via phone and email - Strong troubleshooting and diagnostic skills - Ability to document and maintain accurate logs and knowledge bases - Familiarity with SLA-driven work environments - Good understanding of compliance and service agreement protocols - Any graduate or postgraduate degree

- Permanent full-time employment - Access to product and role-specific training programmes - Exposure to global IT services and consulting projects - Career development and internal growth opportunities - Collaborative and supportive team environment