With 900+ employees in Poland supporting over 45 clients, 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. It is the freedom provided to every individual at Wipro to learn, grow, and create a career path that makes us an organization of opportunities beyond boundaries of region, age, gender, ability, and routine. We invite you to be a part of this experience!
Location and Work Mode:
Rotational shifts 24 x 7 support. Working hours between 7 am & 5 pm, Working hours 8.5 hours including 0.5 hours of breaks.
Remote type of work.
Role & Responsibilities:
To provide 1st line technical support, answering support queries via phone, email, Chat and Web in specific languages and English.
Analysts will use Cloud Telephony channel with dual Citrix setup for required client environment access.
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
Analysts will support both calls and chats within their standard working hours and met required SLA of speed to answer and abandoned.
To take ownership of user problems and be proactive when dealing with user issues. Maintain a high productivity of 500 contacts a month as a min expectation.
Logging / verifying customer details as per the process followed for each customer.
Identifying the issue and categorizing / prioritize the incident
Creating a ticket in ITSM tool and Referring KB for workaround / resolution and attempting resolution
Strong interpersonal skills are a prerequisite and Ability to work effectively in a dispersed team and individually
Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)
Ticket reassignment to PRG’s if ticket unresolved by L1 (where ever applicable)
Routing / Chasing of tickets with other PRG’s
Recording trend of calls and identifying outages proactively
Callbacks for customer not reachable cases & customer request
Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation
Creating child tickets and tagging them with problem ticket. Callback the user and confirm resolution (wherever applicable)
Requirements
1-2 years experience in a Service Desk / IT Support in a global organization.
Dutch on at least B2 level
German on at least B2 level
English on at least B2 level
Should have knowledge of customer services and managing phone calls/Chats with customers with min B2 and above language competence
Knowledge of Active directory, Outlook, Win 10, 11, computer hardware & browsers.
Should agree to work in Shifts as per business requirement.
Should have good logical reasoning skills, Customer Service skills.
Should be a team player & work collaboratively with onsite and offshore team.
What we offer:
Flexible benefits package tailored to your needs (Multisport card, shop vouchers, etc. – via MyBenefit cafeteria)
Premium medical services for employees and family members (Luxmed)
Life & Disability Insurance for employees and family members (Generali) and profitable Voluntary Pension Fund
Social Fund benefits: holiday bonuses, kindergarten allowances, etc.
Integration and cultural events for employees
Reward and recognition programs for high performers
Employee Referral bonuses
Relocation assistance: accommodation, travel, and other covered expenses
Friendly and inclusive company culture
Equal Opportunity Employer:
Wipro is an Equal Opportunity Employer. We provide consideration for all qualified applicants regardless of race, color, religion, gender, marital status, age, ethnicity, national origin, sexual orientation, political views, disability, or any other characteristic protected by law.
Internal Reporting and Whistleblower Protection:
Wipro IT Services Poland Sp. z o.o. adheres to the Internal Reporting and Whistleblower Protection Regulations. Candidates can submit internal reports via email to ombuds.person@wipro.com, through the Internet at www.wiproombuds.com, or by post/courier to Wipro’s registered office.
TIS Service Desk