Production Agent L1

Requirements

• Bilingual fluency in Spanish & English (spoken and written) - native or near-native level.
• Minimum 6 months of customer service or call-center experience, preferably in voice support.
• Ability to handle inbound and outbound resident calls across multiple queues.
• Strong communication skills with proven ability to show empathy, problem-solving, and professionalism during challenging customer interactions.
• Comfortable working onsite in Atlanta and flexible to cover shifts.
• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates
• Enroll in product specific and any other trainings per client requirements/recommendations
• Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
• Update job knowledge by participating in self learning opportunities and maintaining personal networks
• Deliver
• No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed
• Mandatory Skills: Application Support Desk .
• The expected compensation for this role ranges from $25,000 to $50,000 .
• Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

Additional Information

City: Atlanta State/Province: Georgia Posting Start Date: 4/24/26 Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. Job Description: Job Description Role Purpose 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 Support process by managing transactions as per required quality standards Fielding 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 or issue Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Wipro? Share your experience