Frontline Engineer with English

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Employer: Wipro Digital Operations and Platforms
Domain:
  • Customer Support - Client Service
  • IT Hardware
  • IT Software
  • Job type: part-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • Updated at: 24.04.2015
    Remote work: On-site
    Short company description

    Everyday at Wipro Digital Operations and Platforms is challenging and thought-provoking. What is tested is your drive, enthusiasm and initiative. New ideas are appreciated and innovation is encouraged - if you have a suggestion and a plan to take it forward - you will get all the necessary support to transform it into action.

    By applying to this job advertisement, you give us your consent to process your personal details for the purpose of recruitment.

    Requirements

    • Fluency in English
    • Bachelor Graduates
    • At least 1 year of technical support experience call center or a service center supporting computer HW product clusters or onsite support experience
    • Strongly developed analytical and trouble shooting skills
    • High level of self-motivation with a strong desire to solve problems and multi-task with priority
    • Ability to maintain self-control while defusing stressful customer situations
    • Excellent demonstrated customer service skills
    • Knowledge and experience with Microsoft Windows Client Platforms (Windows 2000/XP/Vista)
    • Knowledge or experience with Microsoft Exchange and other Messaging Clients (POP3/IMAP/SMTP)
    • Ability to collaborate technically with other groups
    • Effective learning skills
    • Professionalism, a pleasant manner and positive attitude
    • Works well in a team environment
    • Keyboarding skills

    Responsibilities

    SUMMARY: This person will be responsible for delivering Exchange Online support for all customers.

    General Responsibilities:

    • Represents the client and communicate with customers via telephone, written correspondence, or email with regards to finding technical solutions
    • Facilitating resolution of complex technical issues in all areas of assigned Microsoft products by collecting the necessary documentation or recreating issue in house
    • Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases
    • Abilities to deal with not only technically complex issues, but also the ability to address politically charged situations requiring the highest level of customer skill
    • Insuring customer's issue is resolved to their satisfaction by recommending workarounds and/or other fixes
    • Keeping the customer updated on the status of issue, as well as keeping the CRM system updated with current information on the case, recommendations and resolution
    • Contributing articles to the technical support knowledgebase
    • Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Collaborate with Tech Leads and Escalation Resources when appropriate

    Other info

    Follow us on Facebook @ www.facebook.com/WiproRomania or www.wipro.com

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