Wipro Limited is actively recruiting a Production Agent – L1 to join its Hyderabad support center

Hyderabad, June 23, 2025 — Wipro Limited is actively recruiting a Production Agent – L1 to join its Hyderabad support center. This entry-level role is focused on providing essential technical support to clients, ensuring efficient ticket management and rapid resolution to maintain service excellence .

Key Responsibilities

• Help Desk Support

  • Log, diagnose, and resolve incoming IT or product-related issues via phone and email

  • Escalate higher-priority or complex cases following SLA guidelines

• Ticket Management

  • Track case progress using Wipro’s RAVE system and ensure timely closures

  • Maintain accurate documentation of client interactions and resolution steps

• Customer-Focused Service

  • Provide step-by-step guidance and assistance to end-users

  • Initiate follow-up actions to confirm client satisfaction upon issue resolution

• Knowledge Sharing & Process Improvement

  • Identify recurring issues; develop knowledge base articles and FAQs

  • Collaborate with internal teams to refine processes and reduce ticket volume

Performance Metrics

• Track metrics like SLA adherence, first-time resolution rates, ticket handling volumes, and customer satisfaction feedback

• Participate in quality audits and training sessions to ensure consistent service standards

Ideal Candidate Profile

• Recent graduates or professionals with up to 2 years’ experience in telephone-based or ticket-based IT support

• Strong communication skills with fluency in English; customer-service focused attitude

• Proficient in troubleshooting, documentation, and tier-1 issue resolution

• Ability to work under structured SLA-driven environments and escalations

Why This Role Matters

• Gateway to IT career progression: Ideal stepping stone toward roles in service management, technical analysis, or cloud support

• Structured mentorship: Comprehensive training and opportunities to upskill in support tools, client handling, and incident management

• Inclusive work culture: Wipro actively fosters an environment that supports persons with disabilities and diverse backgrounds

How to Apply

1. Visit Wipro’s official careers page using the link above.

2. Search for Requisition ID 65135.

3. Complete the online form and upload your updated resume.

4. Shortlisted candidates will be contacted for virtual or in-person interviews.