SYSTEM ENGINEER L1

Wipro; Mumbai; On-site; INR 300,000 - 500,000; Full time

Job summary

Wipro is seeking a Technical Support professional in Mumbai, India, responsible for managing customer complaints and providing technical solutions. This role requires strong communication skills and the ability to troubleshoot various software and operating systems effectively.

Ideal candidates should have a background in technical support and a customer-centric approach. Responsibilities include answering calls, resolving complaints, and ensuring quality service delivery.

Qualifications

• Mandatory skills in technical support.
• Experience in troubleshooting operating system issues.
• Ability to empathize and communicate with irate customers.

Responsibilities

• Answer incoming calls and respond to customer emails.
• Manage and resolve customer complaints.
• Document all call information according to standard operating procedures.

Skills

Excellent communication skills

Technical knowledge in troubleshooting

Ability to handle customer complaints

Job description

Responsibilities

• Excellent communication skills
• Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills.
• Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies.
• Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support
• Answer incoming calls and respond to customer’s emails in timely manner.
• Manage and resolve customer complaints.
• Identify and elevate issues to supervisors as and when needed.
• Provide product and service information to customers.
• Research required information using available resources and Offer Solution to customers.
• Research, identify, and resolve customer complaints using applicable software.
• Route calls and tickets to appropriate resources and Domains who can best support he 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.

Qualifications

• Mandatory Skills: Technical Support .