Production Specialist L3 - Enterprise Tech Support

Role Overview Wipro is looking for a skilled Production Specialist L3 to join its growing team in Chennai. In this role, you will provide effective technical support to internal processes and resolve client issues efficiently, either directly or through timely escalation, ensuring process SLAs are consistently met. You will be the frontline point of contact for clients, delivering excellent service while maintaining the highest standards of quality and compliance. Key Responsibilities - Handle all incoming help requests from clients via phone and email in a courteous and professional manner - Record, track, and document all client queries, troubleshooting steps taken, and resolution outcomes using designated tracking software - Resolve client issues in accordance with SLAs defined in the service contract - Access and maintain internal knowledge bases and FAQs to support accurate and timely problem resolution - Analyze call logs to identify recurring trends and proactively prevent future client issues - Escalate unresolved or high-priority client issues to the team leader in a timely manner - Ensure all product information and disclosures are communicated to clients before and after interactions - Guide users through step-by-step solutions and assist with product navigation to improve their experience - Schedule follow-up calls with customers to collect feedback and confirm SLA compliance - Participate in product-specific and process training programs as recommended by the client - Collaborate with team leaders to identify training needs and improve service delivery Required Qualifications - 5 to 8 years of experience in enterprise technical support or a related IT support function - Mandatory skill set in Enterprise Tech Support Level 1 - Strong problem-solving and diagnostic abilities with a customer-first approach - Excellent verbal and written communication skills - Ability to manage and update RAVE or similar availability and productivity tracking systems - Familiarity with standard helpdesk processes, escalation procedures, and service quality benchmarks - Willingness to engage in continuous learning and self-development initiatives Why Join Us Wipro is a purpose-driven organisation committed to end-to-end digital transformation, and this role offers you the opportunity to grow alongside a company that constantly evolves with the world. If you are inspired by reinvention and looking to build a meaningful career in enterprise tech support, Wipro is the place to do it.

- 5 to 8 years of experience in enterprise tech support - Mandatory skills in Enterprise Tech Support Level 1 - Strong client handling and communication skills - Experience with helpdesk ticketing and tracking software - Ability to troubleshoot technical issues in a structured and user-friendly manner - Knowledge of SLA management and escalation protocols - Proactive approach to self-learning and product knowledge updates

- Opportunity to work with a global IT leader - Continuous learning and product-specific training programs - Career growth through internal mobility and reinvention initiatives - Collaborative and inclusive work environment