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System Engineer

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Wipro

1mo ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Hyderabad, +1
    Remote

AI generated summary

  • You must have excellent communication skills, technical troubleshooting knowledge, ability to manage irate customers, and proficiency in handling Windows, Outlook, and remote support incidents.
  • You will troubleshoot technical issues, manage customer complaints, provide support through calls and emails, document interactions, escalate problems, and create SOPs for resolutions.

Requirements

  • 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 escalate 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 he 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.

Responsibilities

  • 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 escalate 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

FAQs

What are the key communication skills required for this position?

Excellent communication skills, the ability to empathize, pacify, and handle irate customers are essential.

What types of technical troubleshooting will I be involved in?

You will troubleshoot base operating system issues, as well as applications like Windows, Outlook, Teams, Citrix, VDI, VPN, and security applications.

What is the primary mode of customer interaction for this role?

The primary modes of interaction are answering incoming calls and responding to customer emails in a timely manner.

How should I handle customer complaints?

You should manage and resolve customer complaints effectively, identifying and escalating issues to supervisors as needed.

Will I need to document my interactions with customers?

Yes, you will document all call information according to standard operating procedures and complete call logs and reports.

Is there any expectation for creating standard operating procedures (SOPs)?

Yes, you will create SOPs for new issues and resolutions provided to customers.

What platforms will I need to learn and work with?

You will need to work with platforms and technologies such as AWS, DevOps, and various remote support tools related to customer support.

How do we recognize and report trends in customer calls?

You will recognize, document, and alert the management team of trends in customer calls as part of your responsibilities.

Will I have access to resources for research while troubleshooting?

Yes, you are expected to research required information using available resources to offer solutions to customers.

What is the process for escalating issues that require additional support?

You will route calls and tickets to appropriate resources and domains that can best support the user.

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Wipro

Technology
Industry
10,001+
Employees
1945
Founded Year

Mission & Purpose

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 250,000 employees and business partners across 66 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.