KCS Group

Technical Support Associate   




  Wipro Limited is looking for Technical Support Associate



Job Description

Wipro Limited, is hiring for Technical Support Associate (International Voice Process)

Candidate should be Any Graduate with 1 year of Experience in technical support

Package up to 5.5lpa
5 days working
24/7 shift

Job Location- Pune
Only immediate joiners

Main Responsibilities:

Answer calls and Service Requests from end users and track status and progress to resolution.
Adherence to policies and procedures, closure of open calls after resolution.

Major Activities:

Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
Routes the enquiries to Resolver Groups as appropriate
Re-routes misdirected calls
Escalates tickets which have not been resolved by SD, in accordance withCustomer escalation procedures
Provides status and updates on tickets to authorized users
Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
Makes recommendations for updates to the KB database
 

Work Experience

1 to 5 Years

Level

 Junior - Executive, Assistant 


Job Function
Operations/Customer Service, Technical Support, Customer Service (Voice), Customer Service (Web)


Vacancies
Not Specified 


Industry
CRM/Call Centers/BPO 


Job Location
Pune 


Educational Qualification
B.A., B.Com, B.Sc, BCA/BCS, B.E./B.Tech, Others


Salary
Not Specified


Key Skills
Technical Support, International Voice Process, Customer Support


Company Info
Wipro Limited (NYSE:WIT) is a global information technology, consulting and outsourcing company with 170,000+ workforce serving clients in 175+ cities across 6 continents. Wipro helps customers do business better by leveraging our industry-wide experience, deep technology expertise, comprehensive portfolio of services and vertically aligned business model. Our 55+ dedicated emerging technologies Centers of Excellence enable us to harness the latest technology for delivering business capability to our clients. Wipro is globally recognized for its innovative approach towards delivering business value and its commitment to sustainability.

Wipro champions optimized utilization of natural resources, capital and talent. Today we are a trusted partner of choice for global businesses looking to differentiate at the front and standardize at the core through technology interventions. In today s world, organizations will have to rapidly reengineer themselves and be more responsive to changing customer needs. Wipro is well positioned to be a partner and co-innovator to businesses in their transformation journey, identify new growth opportunities and facilitate their foray into new sectors and markets.
 


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