Wipro Hiring Freshers and Experienced | CTC 3.5 - 6 LPA | Bulk Hiring | Batch 2022 2021 2020

Question

desiqna

2 Answers

desiqna · Answer 1 · 2023-01-14T10:41:48+0000

System Engineer

Wipro is hiring for systems engineer for freshers for different locations :

Excellent communication skills,
Ability to Empathize, pacify and handle Irate Customers withExceptional communication skills.
Technical Knowledge in Troubleshooting Base Operating systemIssues 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 intimely manner.
Manage and resolve customer complaints.
Identify and escalate issues to supervisors as and when needed.
Provide product and service information to customers.
Research required information using available resources andOffer Solution to customers.
Research, identify, and resolve customer complaints usingapplicable software.
Route calls and tickets to appropriate resources and Domains whocan best support he user,
Document all call information according to standard operatingprocedures.
Recognize, document, and alert the management team of trends incustomer calls.
Create SOPs for new Issues and resolution given.
Complete call logs and reports.

desiqna · Answer 2 · 2023-01-14T10:41:23+0000

The purpose of the role is to provide effective technical supportto the process and actively resolve client issues directly or throughtimely escalation to meet process SLAs.

Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner
Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue
Update own availability in the RAVE system to ensureproductivity of the process
Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
Follow standard processes and procedures to resolve all clientqueries
Resolve client queries as per the SLA’s defined in thecontract
Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients
Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends toprevent future problems
Maintain and update self-help documents for customers to speedup resolution time
Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
Ensure all product information and disclosures are given toclients before and after the call/email requests
Avoids legal challenges by complying with service agreements