Production specialistWipro

To take ownership of user problems and be proactive when dealing with user issues.
Identifying the issue and categorizing / prioritizing the incident
Referring KB for workaround / resolution and attempting resolution
Strong interpersonal skills are a prerequisite.
Ability to work effectively in a dispersed team and individually.
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 SDM as applicable for outage confirmation
Creating child tickets and tagging them with problem ticket
Callback the user and confirm resolution (where ever applicable)
Conduct Audits and Mentor L1 Team Members
Recording/Updating the outage / bulletin message in Remedy / ACD based on the status update received by the resolver groups
Being compliant to all process and procedures
To provide 1st & 2nd 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.
Completed at least 2 years in college
Experience in similar role may be required in specific programs with varying years of experience
Wipro

Manila City, Metro Manila
Permanent
Full-time