Wipro - Production Support Specialist - Salesforce Platform

Role Purpose :

The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists.

Do :

• Oversee and support process by reviewing daily transactions on performance parameters.
• Review performance dashboard and the scores for the team.
• Support the team in improving performance parameters by providing technical support and process guidance.
• Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions.
• Ensure standard processes and procedures are followed to resolve all client queries.
• Resolve client queries as per the SLAs defined in the contract.
• Develop understanding of process / product for the team members to facilitate better client interaction and troubleshooting.
• Document and analyze call logs to spot most occurring trends to prevent future problems.
• Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution.
• Ensure all product information and disclosures are given to clients before and after the call / email requests.
• Avoids legal challenges by monitoring compliance with service agreements.
• Handle technical escalations through effective diagnosis and troubleshooting of client queries.
• Manage and resolve technical roadblocks / escalations as per SLA and quality requirements.
• If unable to resolve the issues, timely escalate the issues to TA & SES.
• Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.
• Troubleshoot all client queries in a user-friendly, courteous and professional manner.
• Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business.
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations.
• Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs.
• Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account / client.
• Mentor and guide Production Specialists on improving technical knowledge.
• Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist.
• Develop and conduct trainings (Triages) within products for production specialist as per target.
• Inform client about the triages being conducted.
• Undertake product trainings to stay current with product features, changes and updates.
• Enroll in product specific and any other trainings per client requirements / recommendations.
• Identify and document most common problems and recommend appropriate resolutions to the team.
• Update job knowledge by participating in self learning opportunities and maintaining personal networks.

Mandatory Skills : Salesforce Platform Development.

Experience : 5-8 Years.

ref : hirist.tech)