Wipro Limited is hiring for Technical Support (Work from Home)
Language: Proficient in English (Read + Write + Speak)
Certification: Non-Native: Mandatory JPLT N1 ONLY and Minimum 2 years working for a voice Support for a customer Equivalent test of spoken and written and technical IT specific knowledge in both and English
Role purpose: Answer calls and Service Requests from end users and track status and progress to resolution.
Main Responsibilities: Adherence to policies and procedures, closure of open calls after resolution.
Major Activities:
Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution Routes the enquiries to Resolver Groups as appropriate Re-routes misdirected calls
Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures Provides status and updates on tickets to authorized users Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction Makes recommendations for updates to the KB database.
Job Location
Delhi, Noida, Gurgaon
Work Experience
2 - 5 Year/s
Educational Qualification
B.Sc, BCA/BCS, B.E./B.Tech
Required Skill Set
Technical Support, Voice Support, Service Level
About Us
Wipro Limited (NYSE:WIT) is a global information technology, consulting and outsourcing company with 170,000+ workforce serving clients in 175+ cities across 6 continents. Wipro helps customers do business better by leveraging our industry-wide experience, deep technology expertise, comprehensive portfolio of services and vertically aligned business model. Our 55+ dedicated emerging technologies Centers of Excellence enable us to harness the latest technology for delivering business capability to our clients.
Wipro is globally recognized for its innovative approach towards delivering business value and its commitment to sustainability. Wipro champions optimized utilization of natural resources, capital and talent. Today we are a trusted partner of choice for global businesses looking to differentiate at the front and standardize at the core through technology interventions. In today s world, organizations will have to rapidly reengineer themselves and be more responsive to changing customer needs. Wipro is well positioned to be a partner and co-innovator to businesses in their transformation journey, identify new growth opportunities and facilitate their foray into new sectors and markets.
