Job Role: PRODUCTION AGENT L1
Company: Wipro Limited
Job Location: Kolkata, West Bengal, India
Job Type: Full Time
Job ID: 192383
Wipro Production Agent L1 Overview
Wipro is hiring Production Agent L1 in Kolkata. The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. You will handle incoming help requests via telephone and/or emails, document queries, follow standard procedures and deliver excellent customer service.
L1 customer service / production support role at Wipro focused on handling client queries and meeting SLAs. Suitable for candidates with strong communication and customer service orientation who are comfortable with process-driven work. Pure technical development profiles may not find this matching.
Roles and Responsibilities
- Support process by managing transactions as per required quality standards
- Field all incoming help requests from clients via telephone and/or emails in a courteous manner
- Document all pertinent end user identification information including name, department, contact information and nature of problem
- Update own availability in the RAVE system to ensure process productivity
- Record, track and document all queries received, problem-solving steps and resolutions
- Follow standard processes and procedures to resolve client queries as per defined SLAs
- Access and maintain internal knowledge bases, resources and FAQs for effective problem resolution
- Identify and learn appropriate product details for better client interaction and troubleshooting
- Document and analyze call logs to identify trends and prevent future problems
- Maintain and update self-help documents for customers
- Identify red flags and escalate serious client issues to Team Leader when needed
- Ensure all product information and disclosures are given to clients
- Provide product support through question diagnosis and step-by-step solutions
- Assist clients with navigating product menus and understanding features
- Troubleshoot queries in a user-friendly, courteous and professional manner
- Accurately process and record all incoming calls and emails using designated tracking software
- Offer alternative solutions where appropriate to retain clients
- Follow up with scheduled callbacks to record feedback and ensure SLA compliance
- Undertake product trainings and self-learning to stay current with features and updates
Eligibility Criteria for Wipro Production Agent L1
Must-Have Requirements
- Mandatory Skill: Customer Service
- Ability to handle client queries via telephone and/or emails professionally
- Strong documentation and tracking skills
- Ability to follow standard processes and meet SLAs
- Good communication and customer handling skills
- Willingness to learn product details and use knowledge bases for resolution
Preferred Skills
- Experience in process support or L1 customer service roles
- Ability to multitask and maintain productivity
- Focus on quality standards, customer feedback and continuous learning
Wipro Selection Process
- Online Application & Resume Shortlisting
- Communication / Customer Service Assessment
- Interview(s)
- HR Discussion / Offer
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How to Apply for Wipro Production Agent L1
Official Apply Link:
Apply Online – Wipro Careers
Documents Required: Updated resume highlighting customer service skills, any process support or L1 experience, communication ability and willingness to handle phone/email queries
FAQs for Wipro Production Agent L1 Role
Who can apply?
Candidates with strong customer service skills who can handle client queries via phone and email, follow processes and meet SLAs.
Is this suitable for freshers?
Yes, L1 production agent roles are often open to freshers with good communication and customer orientation.
Work Mode?
Based in Kolkata, West Bengal.
Core Focus?
L1 technical/customer support – resolving client issues, documentation, escalation, product support and maintaining SLA compliance.
About Wipro
Wipro Limited is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. With over 230,000 employees and business partners across 65 countries, Wipro helps customers, colleagues and communities thrive.
Last Updated August 2026 | Job verified and active