About the role
Job Description
Do
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Excellent communication skills
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Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills.
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Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies.
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Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support
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Answer incoming calls and respond to customer’s emails in timely manner.
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Manage and resolve customer complaints.
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Identify and escalate issues to supervisors as and when needed.
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Provide product and service information to customers.
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Research required information using available resources and Offer Solution to customers.
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Research, identify, and resolve customer complaints using applicable software.
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Route calls and tickets to appropriate resources and Domains who can best support he user,
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Document all call information according to standard operating procedures.
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Recognize, document, and alert the management team of trends in customer calls.
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Create SOPs for new Issues and resolution given.
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Complete call logs and reports.
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Required skills
Design
Communication
About Wipro