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.

• 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

• 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

Benefits for working with us:

• The chance to work for Top Employer 2024!
• Competitive salary with 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.

Show more
Show less