Wipro is looking for 50 new colleagues - German Speakers!

Candidate's Profile:

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

- Good Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation);

- 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.

Preferred, but not mandatory:

- Previous Helpdesk (Voice Support) experience;

- MCP/MCSE/CCNA certification.

Requirements:

- Providing 1st line technical support; answering support queries via phone, email, Chat and Web;

- Maintaining a high degree of customer service for all support queries and adhere to all service management principles;

- Taking ownership of user problems and being proactive when dealing with user issues;

- 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;

- Creating child tickets and tagging them with problem ticket;

- 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 :

• Opportunity to work in a young and dynamic environment;
• Relocation package if needed;
• Attractive benefits package;
• Lunch tickets;
• Fitness deduction;
• Health insurance and dental scheme;
• Opportunity to develop and learn constantly;
• Access to internal training (job related and soft skills training).

Want to know more about our team? Check this out!