Do you speak French?

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.

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Profile:

- Fluent communication skills in English and French;
- Previous Service Desk/Technical Support experience preferred, but not mandatory;
- 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, but not mandatory;
- 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;

Role and responsibilities:

- To provide 1st line/2nd line technical support; answering support queries via phone, email, chat and Web;
- To maintain a high degree of customer service for all support queries and adhere to all service management principles;
- To take ownership of user problems and be proactive when dealing with user issues;
- Logging/verifying customer details;
- Identifying the issue and categorizing/prioritize the incident;
- Creating a ticket in CRM tool;
- Referring KB for workaround/resolution and attempting resolution;
- Strong interpersonal skills are a prerequisite;
- Ability to work effectively in a dispersed team and individually;
- Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable);
- Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable);
- Routing/Chasing of tickets with other PRG's;
- Recording trend of calls and identifying outages proactively;
- Callbacks for customer not reachable cases & customer request;
- Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation (where ever applicable);
- Creating child tickets and tagging them with problem ticket;
- Callback the user and confirm resolution (where ever applicable).

Benefits :

- Opportunity to work in a young and dynamic environment
- Attractive benefits package
- Health and life insurance
- Opportunity to develop and learn constantly
- Access to internal trainings (job related and soft skills training)