
IT Support Specialist with Global Reach
7 days ago
**Job Overview**
We are seeking a skilled IT Support Specialist to join our global team in WIPRO IT SERVICES POLAND Sp. z o.o. This role involves providing technical support to customers worldwide, utilizing excellent communication skills and knowledge of customer service principles.
Key Responsibilities:
- Provide prompt and professional technical support to customers via phone, email, chat, and web platforms in Spanish and English.
- Maintain high-quality customer service standards for all support queries, adhering to service management principles.
- Support both call and chat inquiries within standard working hours, meeting required SLA for speed to answer and abandonment rates.
- Take ownership of user problems, being proactive in resolving issues and maintaining productivity levels.
- Log and verify customer details as per established processes, identifying issues and categorizing/prioritizing incidents.
- Create tickets in the ITSM tool, referring to the Knowledge Base for workarounds and resolutions, and attempt to resolve the issue.
- Reroute or escalate unresolved tickets to other support teams as necessary.
- Record trends in calls and identify potential outages proactively, performing callbacks for unreachable cases and customer requests.
Required Skills and Qualifications:
- B2 proficiency in Spanish.
- B2 proficiency in English.
- B2 proficiency in Polish.
- At least 1 year of experience in Service Desk or similar roles.
- Strong interpersonal skills and ability to maintain high-level customer service standards.
Benefits:
- Opportunity to work on international projects.
- Private healthcare and sports subscription benefits.
- Free coffee and snacks in the modern office environment.
- No dress code policy.
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