Wipro is seeking a System Engineer to join our team in Pune. In this role, you will be responsible for providing exceptional technical support and customer service. You will handle various troubleshooting tasks related to operating systems, applications, and remote support tools, ensuring high-quality service and resolution for our clients. This position requires excellent communication skills and the ability to manage and resolve customer issues effectively.
Key Responsibilities
- Provide exceptional communication and support to handle and pacify irate customers.
- Troubleshoot and resolve issues related to Windows, Outlook, Teams, Citrix, VDI, VPN, and security applications.
- Offer remote support and resolve technical problems efficiently.
- Answer incoming calls and respond to customer emails in a timely manner.
- Manage and resolve customer complaints, providing clear and accurate information.
- Identify and escalate complex issues to supervisors as needed.
- Research and provide solutions to customer problems using available resources.
- Document call information and maintain records according to standard operating procedures.
- Recognize and alert the management team to trends in customer calls.
- Create and update Standard Operating Procedures (SOPs) for new issues and resolutions.
- Complete call logs and generate reports to track and analyze service performance.
Required Skills and Experience
- Excellent communication skills, with the ability to empathize and handle irate customers effectively.
- Technical knowledge in troubleshooting operating system issues and eagerness to learn new technologies.
- Experience with Windows, Outlook, Teams, Citrix, VDI, and VPN.
- Familiarity with security applications and remote support tools.
- Proficiency in managing customer complaints and providing accurate product and service information.
- Ability to research, identify, and resolve issues using applicable software.
- Experience in creating SOPs and maintaining documentation according to standard procedures.
- Knowledge of SAP FI - Vendor Invoice Management is a plus.
Why Wipro?
Wipro offers a dynamic work environment where you can develop your skills and advance your career. We are committed to providing excellent support to our clients and fostering a collaborative team culture. Join us to be part of an organization that values your contributions and supports your professional growth.