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System Engineer

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Wipro

Oct 28, 2024

Applications are closed

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Mumbai
    Remote

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 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.

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 primary responsibilities of a System Engineer in this role?

The primary responsibilities include providing excellent customer support, troubleshooting base operating system issues, managing and resolving customer complaints, and escalating issues as needed. Additional tasks involve documenting call information, creating SOPs for new issues, and conducting research to offer solutions to customers.

What technical skills are required for this position?

Candidates should have technical knowledge in troubleshooting Windows, Outlook, Teams, Citrix, VDI, VPN, and Security applications. An eagerness to learn new technologies is also essential.

How should I handle irate customers?

It is important to empathize, pacify, and communicate effectively with irate customers. Using exceptional communication skills to understand their concerns and provide solutions is key.

What resources are available for troubleshooting customer issues?

You will have access to various resources for researching required information and troubleshooting customer issues. This includes applicable software and documentation related to standard operating procedures.

How should I document call information?

Call information should be documented according to standard operating procedures, ensuring that all necessary details are captured accurately for future reference.

What is the process for escalating issues to supervisors?

If you encounter an issue that cannot be resolved, it should be identified and escalated to supervisors or appropriate resources as needed, following established protocols.

Are there opportunities to create Standard Operating Procedures (SOPs)?

Yes, part of the role includes creating SOPs for new issues and the resolutions provided, which helps standardize the response process.

What types of customer communication are expected?

You will be expected to answer incoming calls, respond to customer emails in a timely manner, and provide product and service information as needed.

How do you handle customer complaints?

Customer complaints should be managed and resolved using the appropriate troubleshooting methods. It’s important to recognize, document, and research complaints effectively.

What are the expectations for call and ticket management?

You should route calls and tickets to the appropriate resources, document call logs and reports, and acknowledge trends in customer calls that may need managerial attention.

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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.