About us:

Wipro Romania, part of global IT and consulting leader Wipro Ltd., has grown significantly since 2007. With over 2000 employees from 21+ nationalities, it supports 50+ clients, offering a collaborative, inclusive work environment and professional growth opportunities.

Required:

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

- 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.

• Able to work in night shifts

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:

• Competitive salary with an attractive set of social benefits:
• Private Pension Plan;
• Monthly Benefit budget;
• Medical insurance;
• Life insurance;
• Christmas bonus;
• Childbirth allowance;
• Relocation package for candidates willing to relocate;
• Great career opportunity to work for one of the biggest brands in the world in a unique work environment;
• Personal development in a multinational working environment through nice extracurricular activities with the team;
• Platform to actively participate and make an impact through Sustainability and Corporate Social Responsibility (CSR) projects;
• Professional development through a variety of training programs (hard/soft skills within WILearn/Udemy platforms);
• Extra annual leave days depending on tenure within Wipro;
• BOOKSTER opportunities;
• Nice designed and central business office;
• Fruits, coffee and tea on the house;
• Winner Circle Points (WCP) & Long service award (LSA) platforms which offers the possibility of both non-monetary and monetary recognition;
• Employee Assistance program;
• Employee Referral Program with attractive incentive schemes
• The promise of an enjoyable first impression after discussing with any of our recruitment colleagues.

This position offers a chance to be part of a forward-thinking company that values innovation and a progressive approach to technology. Interested candidates are encouraged to apply and join the team where they can make a significant impact.

Wipro is an advocate for positive change and conscious inclusion. As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace. We welcome all applicants.

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