Informacje o stanowisku

Resourcing and Operations Senior Executive | English- Polish & Polish- English Translator | Personal English Teacher

With 900+ employees in Poland supporting over 45 clients, we leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses. It is the freedom provided to every individual at Wipro to learn, grow, and create a career path that makes us an organization of opportunities beyond boundaries of region, age, gender, ability, and routine. We invite you to be a part of this experience!

Location and Work Mode:

Regular working hours with shifts between 7 am - 5 pm. Hybrid type of work 3 days from home, 2 days from the office in Gdańsk.

Role & Responsibilities:

1. To provide 1st line technical support, answering support queries via phone, email, chat, and web in specific languages and English.
2. Analysts will use Cloud Telephony channel with dual Citrix setup for required client environment access.
3. To maintain a high degree of customer service for all support queries and adhere to all service management principles.
4. Analysts will support both calls and chats within their standard working hours and meet required SLA of speed to answer and abandoned.
5. To take ownership of user problems and be proactive when dealing with user issues. Maintain a high productivity of 500 contacts a month as a minimum expectation.
6. Logging / verifying customer details as per the process followed for each customer.
7. Identifying the issue and categorizing / prioritizing the incident.
8. Creating a ticket in ITSM tool and referring KB for workaround / resolution and attempting resolution.
9. Strong interpersonal skills are a prerequisite and ability to work effectively in a dispersed team and individually.
10. Ticket reassignment to L2 if ticket unresolved by L1 (wherever applicable).
11. Ticket reassignment to PRGs if ticket unresolved by L1 (wherever applicable).
12. Routing / chasing of tickets with other PRGs.
13. Recording trend of calls and identifying outages proactively.
14. Callbacks for customer not reachable cases & customer requests.
15. Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation.
16. Creating child tickets and tagging them with problem ticket. Callback the user and confirm resolution (wherever applicable).

Requirements:

1. 6 months-2 years’ experience in a Service Desk / IT Support in a global organization.
2. German at least B2 level.
3. English at least B2 level.
4. Should have knowledge of customer services and managing phone calls/chats with customers with minimum B2 and above language competence.
5. Should agree to work in shifts as per business requirement.
6. Should have good logical reasoning skills and customer service skills.
7. Should be a team player & work collaboratively with onsite and offshore team.

What we offer:

1. Flexible benefits package tailored to your needs (Multisport card, shop vouchers, etc. – via MyBenefit cafeteria).
2. Premium medical services for employees and family members (Luxmed).
3. Life & Disability Insurance for employees and family members (Generali) and profitable Voluntary Pension Fund.
4. Social Fund benefits: holiday bonuses, kindergarten allowances, etc.
5. Integration and cultural events for employees.
6. Reward and recognition programs for high performers.
7. Relocation assistance: accommodation, travel, and other covered expenses.
8. Friendly and inclusive company culture.

Equal Opportunity Employer:

Wipro is an Equal Opportunity Employer. We provide consideration for all qualified applicants regardless of race, color, religion, gender, marital status, age, ethnicity, national origin, sexual orientation, political views, disability, or any other characteristic protected by law.

Internal Reporting and Whistleblower Protection:

Wipro IT Services Poland Sp. z o.o. adheres to the Internal Reporting and Whistleblower Protection Regulations. Candidates can submit internal reports via email to , through the Internet at , or by post/courier to Wipros registered office.

Seniority level: Associate

Employment type: Full-time

Job function: Analyst and Administrative

Industries: IT Services and IT Consulting

Gdańsk - Oferty pracy w okolicznych lokalizacjach