Knowledge of APK and Android application configuration and remote management using airwatch and do security controls.

Answer incoming calls and respond to customer?s emails in timely manner.

Research, identify, and resolve customer complaints using applicable software.

Route calls and tickets to appropriate resources and Domains who can best support the user,

L2/L3 ticket handling

Patching support and product upgrade support. Team Players

Customer escalation management and control

Recognize, document, and alert the management team of trends in customer calls.

Create SOPs for new Issues and resolution given.

Educate customer about the smart phone product operation and maintenance procedures.

Complete service orders and service reports in a timely manner

Manage incidents, service requests, change requests and queries raised by end user.

Log tickets with all field information into the service desk tool whenever required.

Coordinate onsite contractors for facility support as necessary.

Log tickets generated by alerts in the tools deployed for applications and infrastructure management.

Collaborate with other teams in case of any issue not being handled by the team and route calls to appropriate team/vendor.

Monitor the service desk tool for open and pending incidents and track for early closure

Follow up with Vendor or Client's technical team for incident status and manage notifications and escalation

Ensure that these devices are appropriately configured for the users

Awareness mailer on tips and tricks

Maintaining special Management groups

• Excellent communication skills,
• Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills.
• Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies.
• Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support
• Answer incoming calls and respond to customer's emails in timely manner.
• Manage and resolve customer complaints.
• Identify and escalate issues to supervisors as and when needed.
• Provide product and service information to customers.
• Research required information using available resources and Offer Solution to customers.
• Research, identify, and resolve customer complaints using applicable software.
• Route calls and tickets to appropriate resources and Domains who can best support he user,
• Document all call information according to standard operating procedures.
• Recognize, document, and alert the management team of trends in customer calls.
• Create SOPs for new Issues and resolution given.
• Complete call logs and reports.

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Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.