Job Title: Production Specialist L1
Req ID: 104297
Location: Pune, Maharashtra
Company: Wipro Limited
Experience Required: 1–3 years
Mandatory Skills: Pharmacovigilance & Drug Safety (Medical Devices)
Posting Date: 16 October 2025
About Wipro
Wipro Limited is a global technology services and consulting organization focused on delivering digital transformation solutions. With over 230,000+ employees across 65 countries, Wipro partners with clients to build sustainable, future-ready businesses.
Website: www.wipro.com
Role Purpose
To provide effective technical and product support to clients, troubleshoot issues, and ensure timely resolution in line with process SLAs and customer service standards.
Key Responsibilities
1. Process & Query Handling
Manage and process transactions according to defined quality and SLA standards.
Handle client support requests via calls and email in a professional manner.
Record all client interaction details including user identity, issue type, and resolution steps.
Track and document issues and their outcomes for reporting and escalation purposes.
Follow standard operating procedures to resolve customer issues.
Maintain and access internal knowledge bases to improve problem resolution.
Identify recurring issues through call log analysis and suggest preventive measures.
Escalate critical/unresolved issues to team leaders as required.
Ensure all mandatory product disclosures are communicated to clients.
2. Troubleshooting & Customer Support
Diagnose issues and provide step-by-step product support to customers.
Guide users through product interfaces and features for better understanding.
Offer alternative solutions where suitable to maintain customer satisfaction.
Maintain accurate records of all communications in designated tracking tools.
Conduct follow-up calls to confirm resolution and gather feedback.
3. Training & Capability Building
Participate in training programs to stay updated on product knowledge and feature updates.
Engage in self-learning and peer collaboration to enhance service delivery.
Support team leaders in identifying training needs and improvements.
Performance Metrics
|
Category |
Evaluation Criteria |
|---|---|
|
Process Performance |
Number of cases resolved per day, SLA adherence, quality scores, customer satisfaction feedback |
|
Self-Management |
Productivity, efficiency, attendance, training completion, skill certification |
Required Skills & Qualifications
|
Requirement |
Details |
|---|---|
|
Experience |
1–3 years in Pharmacovigilance / Drug Safety (preferably Medical Devices) |
|
Customer Handling Skills |
Ability to manage client interactions professionally |
|
Problem Solving |
Strong troubleshooting & solution-oriented approach |
|
Systems Knowledge |
Familiarity with support ticketing / CRM platforms (preferred) |
Why Join Wipro?
Opportunity to work in a high-growth digital transformation environment.
Encourages continuous learning, skill enhancement, and career advancement.
Part of a global organization embracing innovation and reinvention.
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