Production Agent L1

Wipro Limited, a global leader in information technology, consulting and business process services, has built a reputation for delivering innovative solutions across industries such as banking, healthcare, retail and manufacturing. With a workforce of over 250,000 professionals, the company emphasizes continuous learning, digital upskilling and a culture that encourages collaboration and entrepreneurship. Wipro’s commitment to sustainability, diversity and inclusive growth makes it a preferred employer for fresh talent looking to start a career in a technology‑driven environment.

The Production Agent L1 role in Kolkata is an entry‑level position designed for candidates who are eager to dive into client‑facing operations and transactional accounting. As a Production Agent, you will act as the first point of contact for customers, handling inbound queries through telephone and email, documenting issues, troubleshooting problems, and ensuring that each interaction meets the defined service level agreements. A core component of the job is managing the Invoice to Pay (Transactional Accounting) workflow, which involves validating invoices, processing payments, and maintaining accurate financial records.

The role offers a blend of soft‑skill interaction and hard‑skill process management, providing a solid foundation for future growth in operations, finance or customer experience domains.

Key responsibilities include

• Respond to client calls and emails promptly, ensuring clear and professional communication.
• Log and track all customer issues in the ticketing system, updating status and resolution details.
• Perform basic troubleshooting of technical and transactional problems, escalating complex cases to senior team members.
• Execute end‑to‑end Invoice to Pay processes, including invoice verification, data entry, and payment reconciliation.
• Monitor and achieve productivity, quality, and SLA targets on a daily basis.
• Generate periodic reports on transaction volumes, resolution times and customer satisfaction scores.
• Collaborate with cross‑functional teams such as Finance, IT and Service Management to resolve systemic issues.
• Participate in regular training sessions to stay updated on process changes and new tools.
• Provide feedback for process improvement and contribute to knowledge‑base articles.
• Uphold data privacy and compliance standards in all interactions.

The technology stack for this role primarily includes Microsoft Office Suite, ticketing tools (such as ServiceNow or Remedy), and basic accounting software. Wipro offers a structured growth path where high‑performing Production Agents can move to senior L2/L3 roles, shift into specialized finance or operations tracks, or transition into project management and consulting positions. Joining Wipro means access to world‑class learning platforms, mentorship programs, and a vibrant community that values innovation and employee well‑being.