SYSTEM ENGINEER L2

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

Job summary

A leading technology and consulting firm in Gurugram is seeking individuals for a customer support role. Candidates should possess excellent communication skills and have 1-3 years of experience in troubleshooting issues with Windows, Outlook, and related technologies. The role involves handling customer inquiries and complaints, managing remote support, and documenting all interactions. This is a chance to grow in a company committed to digital transformation and innovation.

Qualifications

• 1-3 years of customer support experience required.
• Ability to handle irate customers calmly.
• Willingness to learn new technologies.

Responsibilities

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

Skills

Excellent communication skills

Technical knowledge in troubleshooting

Ability to empathize and pacify customers

Tools

Windows

Outlook

Teams

Citrix

VPN

security app

Job description

Job Description

Excellent communication skills

• Ability to empathize, pacify and handle irate customers with exceptional communication skills.
• Technical knowledge in troubleshooting base operating system issues and eagerness 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 a timely manner.
• Manage and resolve customer complaints.
• Identify and expand issues to supervisors as and when needed.
• Provide product and service information to customers.
• Research required information using available resources and offer solutions to customers.
• Research, identify, and resolve customer complaints using applicable software.
• Route calls and tickets to appropriate resources and domains who 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.

Qualifications

Experience: 1-3 Years

About the Company

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.