SYSTEM ENGINEER L3

Wipro; Hyderabad; On-site; INR 400,000 - 620,000; Full time

Job summary

Wipro in Hyderabad is seeking a customer support specialist with strong communication and problem-solving skills to assist users with Windows, Outlook, Teams, Citrix, VPN and other tools.

You will manage calls, emails, tickets, document SOPs, and escalate trends to leadership, while learning new technologies and providing high-quality remote/onsite support.

Qualifications

• Excellent communication skills and ability to empathize with irate customers.
• Strong troubleshooting mindset for base OS issues and learning new technologies.
• Experience handling Windows, Outlook, Teams, Citrix, VPN, and related tools in a support role.

Responsibilities

• Answer incoming calls and respond to customer emails in a timely manner.
• Manage and resolve customer complaints and escalate issues to supervisors when needed.
• Document call information and maintain SOPs for new issues and resolutions.
• Identify trends in customer calls and report to management.
• Route calls and tickets to appropriate resources for resolution.
• Provide product and service information to customers and offer solutions.

Skills

Excellent communication

Empathy

Problem solving

Remote support readiness

Tools

Genesys Cloud Contact Center Admin

Job description

Job Description:

Job description:

Job Description

Do

• 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 escape 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 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.

Mandatory Skills: Genesys Cloud Contact Center Admin

Experience: 3-5 Years

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.