Subject Matter Expert with English and German/Russian

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Angajator: Wipro Digital Operations and Platforms
Domeniu:
  • Customer support - Client service
  • IT Hardware
  • IT Software
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 09.11.2016
    Remote work: On-site
    Scurta descriere a companiei

    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.

    Cerinte

    Profile:

    - Fluent communication skills in English and German
    - Previous Helpdesk (Voice Support) experience is to be preferred.
    - Excellent telephone manner.
    - Experience of using call logging software.
    - Knowledge of Microsoft based operating systems with emphasis on Windows X
    - Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
    - Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
    - Basic understanding of PC hardware set-up and configuration.
    - MCP certification would be desirable
    - Should have worked as a Customer Support Engineer / Technical Support Executive / System or Network Administrator & acquired hands-on experience in the above areas in large & complex setups
    - Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed
    - Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, willing to travel, open to work in shifts

    Responsabilitati

    Role and responsibilities:

    - Responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW
    - Receive calls during the assigned period and adhere to break schedules and use the appropriate Aux as applicable
    - Follow KEDBs, Wikis for resolving technical issues and follow the defined processes(SOPs/SOWs) while attempting to resolve the incidents

    Incident Management

    - Prepare incident MIS as per requirements
    - Ticket re-assignment to PRG's if ticket unresolved (where ever applicable)
    - Routing / Chasing of tickets with other PRG's
    - Proactive Remedy Queue Management
    - Follow KEDBs, Wikis for resolving technical issues and follow the defined processes(SOPs/SOWs) while attempting to resolve the escalated incidents.
    - Should have the ability to draft and document SOP's based on the current / new processes being followed
    - Should possess strong customer handling skills and handle escalated calls from users.

    Problem Management
    - Creating a Problem ticket based on the trend of calls / ticket
    - Sharing the ticket number with the team and routing the problem ticket to the appropriate PRG
    - Recording outage / bulletin message in Remedy / ACD
    - Updating the outage / bulletin message in Remedy / ACD based on the status update received by the PRG
    - Tracking resolution and updating KB
    - Callback the user and confirm resolution (where ever applicable)

    Administrative Task
    - Proactive Remedy Queue Management
    - Training the L0 and L1 team on the processes /frequently occurring errors and fixes

    Delivery

    - Required to study the DD / transition documents and gain understanding of customer business
    - Will be involved in resource / volume ramp-up plan/ backfilling resources planned for rotation and resignation cases
    - Tracking Performance of individual Projects within the delivery/SIPs.
    - Take spot decisions on extending shifts of the current team to meet fluctuation in call volumes
    - Participate / presenting SD performance during client visit

    Reports / Reviews

    - Reviewing the weekly / monthly dashboards
    - Publishing dashboards to customer

    Quality

    - Using the trend analysis to identify the areas of improvement
    - Initiating SIP's / CIP's / Lean / Six Sigma projects
    - Working with SQA team to comply on ISO standards

    Alte informatii

    Benefits:

    - Opportunity to work in a young and dynamic environment;
    - Attractive benefits package;
    - Lunch tickets
    - Fitness deduction
    - Health insurance and dental scheme;
    - Opportunity to develop and learn constantly
    - Access to internal training (job related and soft skills training).

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