Service Desk with Polish
WIPRO TECHNOLOGIES SRL
Romania
40 zile în urmă
source : EJOBS GROUP

Profile :

  • Fluent communication skills in English and Polish
  • Previous Helpdesk (Voice Support) experience is to be preferred.
  • Excellent telephone manner.
  • Experience of using call logging software.
  • Knowledge of Microsoft based operating systems with emphasis on Windows X
  • Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
  • Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
  • Basic understanding of PC hardware set-up and configuration.
  • MCP certification would be desirable
  • Should have worked as a Customer Support Engineer / Technical Support Executive /
  • Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed
  • Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts;
  • Descrierea jobului

    Role and responsibilities :

  • To provide 1st line / 2nd line technical support; answering support queries via phone, email, Chat and Web
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • To take ownership of user problems and be proactive when dealing with user issues.
  • Logging / verifying customer details
  • Identifying the issue and categorizing / prioritize the incident
  • Creating a ticket in CRM tool
  • Referring KB for workaround / resolution and attempting resolution
  • Strong interpersonal skills are a prerequisite.
  • 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 (where ever applicable)
  • Creating child tickets and tagging them with problem ticket
  • Callback the user and confirm resolution (where ever applicable)
  • Benefits :

  • Opportunity to work in a young and dynamic environment;
  • Attractive benefits package;
  • Lunch tickets
  • Fitness deduction
  • Health insurance and dental scheme;
  • Opportunity to develop and learn constantly
  • Access to internal training (job related and soft skills training).
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