IFUTURE Romania is a recruitment company, part of a multinational organization Thakral Group from Singapore. Our Mission is to provide high quality recruitment and consultancy services to interested candidates of the Romanian labor market, by making them take the right step forward and match goals with individual plans. 

This job is for our client, a leading global information technology, consulting and business process services company. They harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help their clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, they have a dedicated workforce of overserving clients across six continents.  

Find out more about them: https://www.wipro.com/

Responsibilities:

• Management of tickets (working orders) according to the performance indicators and SLA (Service Level Agreement) established at a process level
• Responsible for the creation of work tickets/allocation /division on categories/ prioritization/monitoring/escalation/conclusion and obtaining of the feedback;
• Managing phone calls received from the customer by the application of the rules and specific provisions communicated to process level;
• Solving the problems of a technical nature and following steps/stages for dealing with specific incidents reported at the level of process; compliance with all parameters and in compliance with the specifications communicated;
• Preparing MIS incident in accordance with the requirements;
• Redistributing tickets which have not been resolved (where applicable);
• Routing/ tracking tickets allocated in the system or with other PRG;
• Proactive action with a view to effective management of queue (Remedy Queue Management) 

Benefits:

• Opportunity to work in a young and dynamic environment
• Attractive benefits package
• Relocation package
• Lunch tickets
• Fitness deduction
• Transportation deducted
• Health insurance and dental scheme
• Opportunity to develop and learn constantly
• Access to internal training (job related and soft skills training)