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:

• Providing 1st line technical support, answering support queries via phone, email, Chat and Web
• Maintaining a high degree of customer service for all support queries and adhere to all service management principles
• Taking ownership of user problems and be proactive when dealing with user issues.
• Logging / verifying customer details
• Identifying the issue and categorizing / prioritize the incident
• Creating a ticket in CRM tool like ServiceNow
• Referring KB for workaround / resolution and attempting resolution
• Ticket re-assignment to L2/L1.5 if ticket unresolved by L1 (wherever applicable)
• Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)
• Routing / Chasing of tickets with other Resolver groups
• Recording trend of calls and identifying outages proactively
• Callbacks for customer not reachable cases & customer request
• Identifying the trend of calls / tickets and highlighting it to L1.5 / Team Lead as applicable for outage confirmation
• Creating child tickets and tagging them with problem ticket
• Callback the user and confirm resolution (wherever applicable)
• Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc. as per scope document and SOW
• Handling issues using Remote tools.
• Makes recommendations for updates to the KB database