Production Specialist L2 - Medical Info Product Support

Role Overview Wipro is looking for a Production Specialist L2 to join its IT Services division in Pune. The role focuses on delivering effective technical support to clients by resolving queries directly or through timely escalation, ensuring all process SLAs are consistently met. This is a full-time permanent opportunity suited for professionals with hands-on experience in Medical Info Product Support (PQCM). Key Responsibilities - Handle all incoming client queries via phone and email in a courteous and professional manner - Record and document end user details, nature of issues, and resolution steps using designated tracking tools - Resolve client issues in line with SLA requirements defined in the service contract - Perform step-by-step troubleshooting and guide users through product menus and features - Monitor call logs and identify recurring trends to proactively prevent future issues - Escalate unresolved or high-priority client concerns to the Team Leader in a timely manner - Maintain and update internal knowledge bases, self-help documents, and FAQs - Ensure all product disclosures and information are communicated to clients before and after interactions - Schedule follow-up callbacks to capture client feedback and confirm SLA compliance - Participate in product-specific training programs to stay updated on features and changes Required Qualifications - Any undergraduate degree; postgraduate qualification is an added advantage - 3 to 5 years of experience in technical support or client service roles - Mandatory hands-on experience with Medical Info Product Support (PQCM) - Strong troubleshooting, documentation, and communication skills - Familiarity with SLA-driven support environments and compliance standards - Ability to work with tracking software and internal knowledge management systems Why Join Us Wipro is a globally recognized IT services leader offering structured career growth, continuous learning programs, and a collaborative work culture. This role gives you the opportunity to work on meaningful client accounts while building deep domain expertise in medical product support.

- 3 to 5 years of experience in technical support or client-facing roles - Mandatory experience in Medical Info Product Support (PQCM) - Strong troubleshooting and problem-solving skills - Excellent written and verbal communication skills - Experience with SLA compliance and service contract adherence - Ability to document and analyze call logs and support tickets - Familiarity with tracking and RAVE systems - Any graduate degree (UG or PG)

- Permanent full-time employment - Access to product and skill-based training programs - Career growth within a globally recognized IT services organization - Collaborative and process-driven work environment