IT Support Specialist with Global Reach

7 days ago


Gdańsk, Pomerania, Czech Republic WIPRO IT SERVICES POLAND Sp. z o.o. Full time

**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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