About Company
Wipro is an Indian multinational corporation that provides information technology, consultant and business process services. It is one of the leading Big Tech companies.[5] Wipro’s capabilities range across cloud computing, computer security, digital transformation, artificial intelligence, robotics, data analytics, and other technology consulting services to customers in 167 countries.
Responsibilities of the Candidate:
Troubleshoot Windows, Outlook, Teams, and Citrix. VDI, VPN, Security app, etc. over remote support.
Answer incoming calls and respond to customers’ emails in a timely manner.
Manage and resolve customer complaints.
Identify and escalate issues to supervisors as and when needed.
Provide product and service information to customers.
Research required information using available resources and offer Solutions to customers.
Research, identify, and resolve customer complaints using applicable software.
Route calls and tickets to appropriate resources and Domains that can best support the user,
Document all call information according to standard operating procedures.
Recognize, document, and alert the management team of trends in customer calls.
Create SOPs for new Issues and resolution given.
Complete call logs and reports.
Requirements:
Excellent communication skills,
Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills.
Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies