Join our dynamic team at Wipro Romania, a global leader in IT services and consulting. Since establishing our presence in Romania in 2007, we have experienced significant growth and expansion, becoming a key player in the region. At Wipro, we are committed to innovation, excellence, and delivering top-tier solutions to our clients. We offer a collaborative and inclusive work environment, opportunities for professional growth, and all the premises of an enjoyable and satisfying job.
This job is available in a full remote model.
LEVEL OF STUDIES:
University degrees or university student in the last year
REQUIRED PROFESSIONAL EXPERIENCE:
Professional certificate in Windows operating systems and networking
Knowledge of the following foreign languages:
English advanced (writing, reading, using conversational language)
The second language (French) advanced (writing, reading, using conversational language)
The third language (Italian) advanced (writing, reading, using conversational language)
JOB COMPETENCIES:
Knowledge of ITIL Processes
Good interpersonal and communication skills
Orientation of clients services and the capacity to work in a team
Excellent skills for Soft & working keyboard
Communication skills (Verbal & Written) to treat general clients
Solving of problems that are sensitive to clients, rapidly and in time.
Capacity to work in inadequate situations.
ABILITIES:
Knowledge of ITIL Service Delivery (procedure concerning to incidents, problems and administration of changes
Troubleshooting skills and experience in solving LU, reset PWD and transmitting messages
Troubleshooting skills and applications shrink-wrapped (MS office, Adobe etc.)
Capacity of synthesis
Preferably knowledge of MAC devices
Troubleshooting skills for VPN connectivity, dial-out, wireless routers
Register with knowledge of active addresses, controllers etc.
Exposure of instruments of password resetting
Previous experience in technical support shall be preferred.
Previous experience in IT support in Corporate environment and/or other functions of great sensitivity referring to clients
REQUIRED WORK EXPERIENCE:
+ 6 months of experience in labour
Previous experience to a position of relations with customers is a requirement of the job.
Previous experience in technical support constitutes an advantage.
JOB OBJECTIVES:
Offering the technical support by phone or email making the proof of professionalism in the relationship with clients.
TASKS, ATTRIBUTIONS, ACTIVITIES:
-Management of tickets (working orders) according to the performance indicators and SLA (Service -Level Agreement) established at a process level: Responsible for the creation of work tickets/allocation /division on categories/ prioritization/monitoring/escalation/conclusion and obtaining of the feedback.
-Managing phone calls received from the customer by the application of the rules and specific provisions communicated to process level
-Solving the problems of a technical nature and following steps/stages for dealing with specific incidents reported at the level of process; compliance with all parameters and in compliance with the specifications communicated
-Preparing MIS incident in accordance with the requirements
-Redistributing tickets which have not been resolved (where applicable)
-Routing/ tracking tickets allocated in the system or with other PRG
-Proactive action with a view to effective management of queue (Remedy Queue Management)
BENEFITS:
The chance to work with Top Employer 2024 in Romania
Attractive compensation package with a diverse set of social benefits (Private Pension Plan (Monthly Benefit budget, Medical insurance, Life insurance, Christmas bonus etc)
Great career opportunity to work for one of the biggest brands in the world in a unique work environment
Open-concept offices designed for both team work and relaxation with ping pong, billiards, foosball etc
Child Birth Allowance
Sport events sponsorship for employees
Complex Record & recognition scheme ( both non-monetary and monetary options)
Monthly subscription @ Bookster – the first modern library for companies in Romania
Employee Referral Program with attractive incentive schemes
Extra annual leave days depending on the total length of working experience at Wipro
Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms as well as through internal & external trainings and certifications
Platform to actively participate and make an impact through Sustainability and Corporate Social Responsibility projects
TIS Service Desk