Join our dynamic team at Wipro Romania, a global leader in IT services and consulting. Since establishing our presence in Romania in 2007, we have experienced significant growth and expansion, becoming a key player in the region. At Wipro, we are committed to innovation, excellence, and delivering top-tier solutions to our clients. We offer a collaborative and inclusive work environment, opportunities for professional growth, and all the premises of an enjoyable and satisfying job.
This job is available in a full remote model.
Required:
- Fluent communication (written & oral) in Polish and English , quick learner, self-initiated, team player, open to work in shifts;
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- Good Experience with using and troubleshooting Outlook
- 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:
- MCP/MCSE/CCNA certification
Responsibilities:
- Providing tеchnicаl support; аnswеring support quеries viа Web, emаil, Chаt and phone;
- Maintaining a high degree of customer sеrvice for аll support quеriеs and adhеre to аll service management principles;
- 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;
- 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:
- The chance to work with Top Employer 2024 in Romania
- Attractive compensation package with a diverse set of social benefits (Private Pension Plan (Monthly Benefit budget, Medical insurance, Life insurance, Christmas bonus etc)
- Great career opportunity to work for one of the biggest brands in the world in a unique work environment
- Open-concept offices designed for both team work and relaxation with ping pong, billiards, foosball etc
- Child Birth Allowance
- Sport events sponsorship for employees
- Complex Record & recognition scheme ( both non-monetary and monetary options)
- Monthly subscription @ Bookster - the first modern library for companies in Romania
- Employee Referral Program with attractive incentive schemes
- Extra annual leave days depending on the total length of working experience at Wipro
- Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms as well as through internal & external trainings and certifications
- Platform to actively participate and make an impact through Sustainability and Corporate Social Responsibility projects"
TIS Service Desk