Wipro Limited is actively hiring for the role of Production Agent – L1 in Chennai’s support center.

Chennai, June 23, 2025 — Wipro Limited is actively hiring for the role of Production Agent – L1 in Chennai’s support center. This entry-level position focuses on managing and resolving client support tickets—via calls and emails—while maintaining SLA compliance through documentation and escalation protocols. The role demands prompt issue tracking, knowledge base updates, and consistent quality checks using tools like RAVE .

Role Purpose

Support Wipro’s digital transformation efforts by providing fast, accurate technical assistance to clients. Resolve issues directly or escalate within SLAs to maintain seamless service delivery.

Key Responsibilities

• Help Desk Support:

  • Respond promptly to client inquiries via phone and email

  • Log all relevant client details (name, department, issue)

  • Track and document case progress using RAVE

  • Ensure adherence to SLAs and quality standards

  • Escalate unresolved or complex issues to senior staff

• Customer Success:

  • Diagnose and guide clients step-by-step towards resolutions

  • Aid users with navigation across product interfaces

  • Maintain detailed logs and updates for every interaction

  • Initiate follow-up calls to confirm issue resolution and feedback

• Operational Improvements:

  • Analyze common issues to create internal knowledge articles

  • Update self-help documentation for quicker resolution

  • Engage in product training modules to stay updated

  • Work with team leaders to identify training and process enhancement needs

Performance & Evaluation

• Metrics include: number of cases resolved, SLA adherence, customer satisfaction feedback, and internal pulse scores

• Professional growth: productivity, training compliance, and consistent quality-driven output careers.wipro.com+6careers.wipro.com+6careers.wipro.com+6

Ideal Candidate Profile

• Fresh graduates or candidates with up to 2 years experience in client- or ticket-based support

• Fluent communicator in English; professional, courteous demeanour

• Ability to diagnose and troubleshoot while maintaining clear documentation

• Customer-first mindset, with a drive for timely escalation when needed

• Tech-savvy and adaptive to new tools and knowledge bases

Why You’ll Love This Role

• Launchpad for your IT service career — enter the world of enterprise-grade support systems

• Structured mentoring & growth paths — ideal for evolving into roles like service management or technical specialist

• Inclusive & accessible workplace — Wipro encourages applications from people with disabilities and provides accommodations

Job Overview