To provide 1st line technical support; answering support queries via phone, email, Chat and Web
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
To take 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
Referring KB for workaround / resolution and attempting resolution
Strong interpersonal skills are a prerequisite.
Ability to work effectively in a dispersed team and individually.
Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)
Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)
Routing / Chasing of tickets with other PRG's
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 L2 / TL as applicable for outage confirmation
Creating child tickets and tagging them with problem ticket
Callback the user and confirm resolution (where ever applicable)
Wipro BPO Solutions Ltd. is India's leading third party offshore BPO (Business
Process Outsourcing) provider with a full spectrum of BPO services. The Company
Headquarters are located in New Delhi, with six state-of-the-art facilities inMumbai,
Pune, Chennai & Kolkata and global offices in US, UK and Canada. Wipro BPO
provides a broad range of services from customer relationship management, back
office transaction processing to industry specific solutions. The key element of
services delivery is an integrated approach towards providing increasing value over
the entire course of our client relationships. This involves a phased approach
towards process standardization, process optimization and process re-engineering.
How to Apply:
Walk in Date:12-09-2012 to 21-09-2012
Time:10AM to 12.30PM
Sarjapur Main Rd,