Wipro is looking for 50 new colleagues - German Speakers!

Employer: Wipro Ltd.
Domain:
  • Customer Support - Client Service
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • nationwide
    Updated at: 16.02.2018

    Candidate's Profile:

    - Fluent communication (written & oral) in English and German, quick learner, self-initiated, team player, open to work in shifts;

    - Good Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation);

    - Experience in troubleshooting Microsoft Office with emphasis on MS Word, MS Excel MS PowerPoint and Outlook is a plus;

    - Experience of using call logging software;

    - Previous experience as Customer Support Engineer / Technical Support Executive is preferred;

    - Good understanding of infrastructure management processes; good understanding of process framework like ITIL would present a plus;

    - Basic knowledge of Microsoft based operating systems with emphasis on Windows X;

    - Basic understanding of PC hardware set-up and configuration.

    Preferred, but not mandatory:

    - Previous Helpdesk (Voice Support) experience;

    - MCP/MCSE/CCNA certification.

    Requirements:

    - Providing 1st line technical support; answering support queries via phone, email, Chat and Web;

    - Maintaining a high degree of customer service for all support queries and adhere to all service management principles;

    - Taking ownership of user problems and being proactive when dealing with user issues;

    - Identifying the issue and categorizing / prioritize the incident;

    - 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 reassignment to PRG's if ticket unresolved by L1/L2 (where ever applicable);

    - Routing / chasing of tickets with other PRG's;

    - Recording trend of calls and identifying outages proactively; call-backs for customer not reachable cases & customer request;

    - Recording/Updating the outage / bulletin message in Remedy / ACD based on the status update received by the PRG;

    - Identifying the trend of calls / tickets and highlighting it to TL/SDM as applicable for outage confirmation;

    - Creating child tickets and tagging them with problem ticket;

    - Call-back the user and confirm resolution (where ever applicable);

    - Conducting Audits and Mentor L1 Team Members; Training the L1 team on the process / top issues;

    - Ability to prepare the MIS Reports;

    - Experience in handling Client Escalations and Client interfacing;

    - Drive Quality Initiatives and process excellence;

    - Responsible to meet their objectives defined by the project;

    - Being compliant to all process and procedures;

    - Time and Leave Management.

    Benefits :

    • Opportunity to work in a young and dynamic environment;
    • Relocation package if needed;
    • 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).

     

    Want to know more about our team? Check this out!