Production Agent L1 - Medical Info Product Support

Role Overview Wipro is looking for a Production Agent L1 to join its Customer Success and Operations team in Pune. This role is focused on delivering effective technical support for Medical Info Product processes, helping resolve client queries efficiently while maintaining high service quality standards. The ideal candidate will bring strong troubleshooting skills, a customer-first approach, and the ability to work within defined SLAs. Key Responsibilities - Handle incoming client queries via telephone and email in a professional and courteous manner - Document all end user details including name, department, contact information, and the nature of the issue - Record, track, and document all queries along with problem-solving steps and resolution outcomes - Follow standard operating procedures to resolve client issues within the SLAs defined in the contract - Access and maintain internal knowledge bases and FAQs to support effective problem resolution - Identify recurring trends from call logs and suggest preventive measures for future issues - Escalate unresolved or high-priority client issues to the Team Leader in a timely manner - Perform step-by-step troubleshooting to guide users through product-related issues - Schedule follow-up calls with clients to collect feedback and ensure SLA compliance - Participate in product-specific training sessions to stay updated on features and changes - Collaborate with team leaders to identify training gaps and improve service delivery 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 in Medical Info Product Support (PQCM) - Proficiency in using customer query tracking software and CRM tools - Strong verbal and written communication skills - Ability to troubleshoot technical issues in a user-friendly and professional manner - Knowledge of compliance and service agreements applicable to client interactions Why Join Us Wipro is a globally recognised IT services leader offering structured career growth, continuous learning opportunities, and a collaborative work environment. Joining this team means working on meaningful healthcare technology processes while building your expertise in technical support and customer operations.

- 1 to 4 years of experience in technical support or customer service - Mandatory skills in Medical Info Product Support (PQCM) - Strong troubleshooting and problem-solving abilities - Experience with query tracking and CRM software - Good verbal and written communication skills - Ability to follow standard processes and SLA guidelines - Willingness to participate in product and process trainings - Graduate or postgraduate degree in any discipline

- Permanent full-time employment - Structured product and process training programs - Opportunities for career growth within Wipro - Collaborative and professional work environment