Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries. We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.
A PROUD HISTORY OF OVER 75 YEARS
FY22 REVENUE 10.4 BN USD
WE’RE PRESENT IN 66 COUNTRIES
OVER 1,400 ACTIVE GLOBAL CLIENTS
Job role : IT Call center Helpdesk
Location : Remote
Shift Start/End Time:
Hours are M-F 7am-11 pm est. Candidates must be available to work any shift within those days/times and may vary based on business needs.

Ideal Candidates:
Call center background, high professional, attention to detail, goal orientated, handles high stress environment well, flexible schedule, handles change well.

MUST HAVE – If candidate does not meet this criteria, do not submit:

Candidates must be willing to work any days/hours the business requires (M-F 7am-11pm).

• Must type a min of 65+ wpm with a 90% accuracy. No exceptions. Please make sure candidates are screened appropriately by passing a test. We get too many people whom blatantly lie on this skill. PLEASE LIST wpm test score at the top of the resume. If it’s not listed, the candidate will be rejected.

• Must show longevity in previous employment history – no job hopping. If a candidates does not show longevity in their previous employment history, they will not be considered.

• Call Center experience in software support, not to be confused with engineers. Engineers will bore in this line of work and post out. They must provide software support, not hardware support and they must be in a call center role not an engineering role.

• Candidates must be seeking long term employment opportunities. This is a contract to hire position and we are seeking long term/perm candidates.

• Candidates must have high speed internet and a quiet room – uninterrupted and private.

• Candidates must be able to tolerate learning curves in a complex learning environment.

•Candidates must have perfect attendance during first 60 days of employment, no schedule trades or time off during training or nesting.

Skill Set Requirements:
• Ability to work successfully with customers to provide problem resolution
• Strong telephone etiquette
• Strong critical thinking ability
• Strong verbal and written communication
• Collaborator and ability to work within a team setting
• Ability to document problem resolution and other materials
• Ability to multi-task and prioritize effectively and independently
• Proficiency in MS Office Applications

Specific Duties:
1. Listen to callers concerns; taking ownership of each callers request and managing their expectations to ensure timely resolution
2. Walk caller through troubleshooting steps via phone/email to reach resolution and eliminate root cause issues
3. Document required information through our client ticket management application known as ServiceNow, while being in compliant to HIPAA and other federally regulated laws.
4. Manage group by service as a team mentor to peers with troubleshooting inquires.
5. Handle customer complaints and offer elevated technical support expertise.

What are the top 5-10 responsibilities for this position?

This is a challenging opportunity that offers learning, growth and diversity of responsibilities. Reps will respond to client/user inquiries, ranging from basic questions about technology, to troubleshooting technical issues related to our product. You will also work with various internal support groups to escalate complex and high priority/high impact issues. You can expect to handle 50+ users daily via phone/email to provide excellent customer care, technical troubleshooting and maximum productivity at a call center capacity. Additional duties include proper ticket handling, on-going training to stay up to date on product/industry updates and releases, effective navigation of technical tools provided, and light reporting/tracking of trending issues. Technical aptitude, problem solving abilities, customer relationship skills, organization, and dependability are all imperative to success in this role. Strong candidates must have a minimum of 1 year of previous experience resolving technical issues over the phone, demonstrated successful troubleshooting and poses the soft skills required to effectively communicate technical solutions to non-technical users.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.
The potential compensation for this role is based on labor costs in local markets, as well as the job-related skills, knowledge and experience of the candidate. Expected base pay for this role ranges from [$20 hr ] to [$25hr . Based on the position, the role is also eligible for Wipro’s standard benefits and additional compensation offerings, including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options as well as potential incentive or variable compensation.
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