IT Support Specialist with Multilingual Expertise

16 hours ago


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

Company Overview:

WIPRO IT SERVICES POLAND Sp. z o.o.

Job Summary:

We are seeking a skilled Service Desk Analyst to join our team in Poland. The successful candidate will provide technical support to our customers, utilizing strong interpersonal skills and language proficiency in Spanish, English, and Polish.

Key Responsibilities:

  • Provide timely and effective support to customers via phone, email, chat, and web platforms.
  • Maintain high-quality customer service standards and adhere to service management principles.
  • Support both calls and chats within standard working hours and meet required SLAs.
  • Take ownership of user problems and be proactive when dealing with issues.
  • Log and verify customer details as per the process followed for each customer.
  • Identify and categorize/prioritize incidents.
  • Create tickets in the ITSM tool and refer to the knowledge base for workarounds/resolutions.
  • Reassign tickets to other support lines if unresolved.
  • Route and chase tickets as necessary.
  • Record call trends and identify potential outages proactively.
  • Perform callbacks for unreachable customers and requests.
  • Highlight call/ticket trends to leaders for outage confirmation.

Requirements:

The ideal candidate will possess:

  • Experience in IT support in a global organization.
  • B2 proficiency in Spanish.
  • B2 proficiency in English.
  • B2 proficiency in Polish.
  • At least 1 year of experience in a Service Desk or similar role.
  • Strong knowledge of customer services and managing phone calls/chats.

Benefits:

  • French and Dutch language skills are an asset.
  • A sport subscription is available.
  • Private healthcare is provided.
  • International projects can be considered.
  • Free coffee and snacks are available.
  • A modern office environment is offered.
  • A startup atmosphere is present.
  • No dress code applies.


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