About us:

Wipro Ltd. is a leading global information technology and consulting company, with over 190,000 dedicated employees serving clients across six continents. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful. Together, we discover ideas and connect the dots to build a better and a bold new future.

Required:

• Foreign languages skills:

• Advanced English language skills, both written and spoken

• Advanced France language skills, both written and spoken

• Advanced Italian language skills, both written and spoken

• Professional qualifications in the fields of international relations, order management, supply chain, logistics (to be added/ amended as per business needs)

• Computer skills, MS Office package.

• Problem analysis and problem solving

• Client orientation

• Proactivity: assuming responsibilities, active implication

• Numerical competencies

• Written communication

• Strong planning capacity

• Precise and accuracy in style • Abstract intelligence

• Synthesis capacity

Responsibilities:

• To provide 1st line technical support, answering support queries via phone, 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 like ServiceNow

• 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/L1.5 if ticket unresolved by L1 (wherever applicable)

• Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)

• Routing / Chasing tickets with other Resolver groups

• Recording trends of calls and identifying outages proactively

• Callbacks for customers not reachable cases & customer request

• Identifying the trend of calls / tickets and highlighting it to L1.5 / Team Lead as applicable for outage confirmation

• Creating child tickets and tagging them with problem tickets

• Callback the user and confirm resolution (wherever applicable)

• Troubleshooting issues related to Outlook email / MS office suite / WebEx /Jabber / VPN, Chrome / Safari, IE, Firefox etc. as per scope document and SOW

• Handling issues using Remote tools.

• Making recommendations for updates to the KB database

Location: Bucharest, Romania

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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