3.5 PACAGE/Annum @ WIPRO Administrator Database For B-Tech/BE, MCA
- Provide telephone and email based technical support for our software product via call, email and chat.
- Provide support during Indian Business Hours.
- Understand customer needs, expectations and help them resolve the issue.
- Keep all the ongoing cases documented and up to date in the case management system.
- Prioritize incidents and complaints to assure all SLAs are met.
- Utilize all technical resources to solve customer problems.
- Engage with product and engineering teams as needed to escalate/ report bugs.
- Handle technical issues of different complexity and help other members of the team.
- Review support cases.
- Clarify customer requirements; probe for and confirm understanding of requirements or problem.
- Knowledge of basic computer hardware.
- Experience with desktop operating system (Windows)
- Extensive application support experience.
- Working knowledge of a range of diagnostic utilities..
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
- Fluent in English, Hindi, Marathi and Gujrati with outstanding verbal and written communication skills.
- Customer handling skills.
- Organized, neat, and possess high energy with the ability to handle fast pace and multiple tasks.
- Ability to explain technical concepts to non-technical users.
- Strong documentation skills.