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.

Schedule: rotational shifts, between 9am-1am RO time, Monday-Friday

Key responsibilities:

• Responsible for Service ticket creation/ resolution/ assignment/ categorization/ prioritization/ escalation/ tracking/ closure and feedback as per defined SLAs and KPIs
• Managing phone calls received from the client by applying the specific rules and provisions communicated at the process level
• Solving technical problems/incidents reported at the process level by following the specific steps and by being compliant with all the communicated parameters and specifications

Incident Management/Managing incidents

• Preparing the MIS incidents in accordance with internal requirements
• Redistributing the tickets that have not been resolved (when applicable)
• Routing / tracking the tickets allocated in the system or other PRGs
• Proactive actions in order to effectively manage the Service Now Queue Management

Problem Management

• Identifying the general tendencies at the call/ticket level and communicating the results to the supervisor in order to manage better the activity at the project level
• Creating additional tickets for simpler issues and connecting them to the parent tickets (which describe the general issue)
• Monitoring the case resolution and updating information
• Contacting the customer in order to confirm the encountered issues (where applicable)
• Adherence to the quality standards communicated at the process level

Required skills:

• Foreign language skills:
• English language skills (speaking, writing and reading)
• Italian language skills (speaking, writing and reading)
• French language skills (speaking, writing and reading)
• University studies completed or in the process of completion.
• Willing to learn ITIL Service Delivery (Incident, Problem and Change Management procedure)
• Willing to learn new skills and experience in solving UAM, PWD resetting and messaging
• Willing to learn troubleshooting skills and shrink-wrapped applications (MS Office, Adobe etc.)
• Previous experience in BPO/Call Center/ IT Support in a Corporate environment and/or other high customer sensitivity

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