SYSTEM ENGINEER L1

Wipro; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

A leading technology firm in Hyderabad seeks motivated individuals for customer support roles. You will utilize your remarkable communication skills to troubleshoot issues with various software and assist customers effectively. The role requires you to manage complaints and provide timely solutions using your technical knowledge. Join a dynamic team where you can develop your skills and contribute to a transformative experience in customer service.

Qualifications

• Excellent communication and active listening abilities.
• Ability to empathize, pacify, and manage irate customers effectively.
• Willingness to learn new technologies and troubleshoot base OS issues.

Responsibilities

• Empathize and handle irate customers effectively.
• Troubleshoot technical issues with various software.
• Manage and resolve customer complaints promptly.
• Identify trends in customer calls and escalate when necessary to supervisors.
• Create SOPs for new issues and resolutions.
• Route calls and tickets to appropriate resources for best support.
• Research required information and offer effective solutions to customers.

Skills

Excellent communication skills

Technical knowledge in troubleshooting

Ability to handle irate customers

Remote support tools

Tools

Windows troubleshooting

Outlook

Citrix

VDI

VPN

Security App

Job description

Job Description

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention—of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA—as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

Responsibilities

• Excellent communication skills
• Empathize, pacify and handle irate customers with exceptional communication skills
• Technical knowledge in troubleshooting base operating system issues and eagerness to learn new technologies
• Troubleshoot Windows, Outlook, Teams, Citrix, VDI, VPN, Security App over remote support
• Answer incoming calls and respond to customer emails in a timely manner
• Manage and resolve customer complaints
• Identify and, when necessary, escalates issues to supervisors
• Provide product and service information to customers
• Research required information using available resources and offer solutions to customers
• Resolve customer complaints using applicable software
• Route calls and tickets to appropriate resources and domains that can best support the user
• Document all call information according to standard operating procedures
• Recognize, document and alert the management team of trends in customer calls
• Create SOPs for new issues and resolution given
• Complete call logs and reports