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Technical Support Specialist

2 tygodni temu

Gdańsk, Pomerania, Polska Wipro Pełny etat

Overview:

We are seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing exceptional customer service to clients via phone, email, chat, and web in specific languages and English.

About the Role:

You will use Cloud Telephony channel with dual Citrix setup for required client environment access. Maintaining a high degree of customer service for all support queries and adhering to all service management principles is essential.

Responsibilities:

  1. To provide 1st line technical support answering support queries via phone, email, chat, and web in specific languages and English.
  2. Analysts will use Cloud Telephony channel with dual Citrix setup for required client environment access.
  3. To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  4. Analysts will support both calls and chats within their standard working hours and meet required SLA of speed to answer and abandoned.
  5. To take ownership of user problems and be proactive when dealing with user issues. Maintain a high productivity of 500 contacts a month as a minimum expectation.
  6. Logging / verifying customer details as per the process followed for each customer.
  7. Identifying the issue and categorizing / prioritizing the incident.
  8. Creating a ticket in ITSM tool and referring KB for workaround / resolution and attempting resolution.
  9. Strong interpersonal skills are a prerequisite and ability to work effectively in a dispersed team and individually.
  10. Ticket reassignment to L2 if ticket unresolved by L1 (wherever applicable).
  11. Ticket reassignment to PRG's if ticket unresolved by L1 (wherever applicable).
  12. Routing / chasing of tickets with other PRG's.
  13. Recording trend of calls and identifying outages proactively.
  14. Callbacks for customer not reachable cases & customer requests.
  15. Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation.
  16. Creating child tickets and tagging them with problem ticket. Callback the user and confirm resolution (wherever applicable).

Requirements:

  1. 6 months-2 years' experience in a Service Desk / IT Support in a global organization.
  2. German at least B2 level.
  3. English at least B2 level.
  4. Should have knowledge of customer services and managing phone calls/chats with customers with minimum B2 and above language competence.
  5. Should agree to work in shifts as per business requirement.
  6. Should have good logical reasoning skills and customer service skills.
  7. Should be a team player & work collaboratively with onsite and offshore team.

Benefits:

  • Friendly and inclusive company culture.
  • Reward and recognition programs for high performers.
  • Relocation assistance: accommodation, travel, and other covered expenses.
  • Integration and cultural events for employees.
  • Premium medical services for employees and family members.
  • Life & Disability Insurance for employees and family members.
  • Social Fund benefits: holiday bonuses, kindergarten allowances, etc.
  • Flexible benefits package tailored to your needs.