System Engineer

1 day ago

Manila, National Capital Region, Philippines Wipro Full time ₱600,000 - ₱1,200,000 per year

Title: System Engineer - L3Requisition ID: 48426City: ManilaCountry/Region: PHResponsibilities:Excellent communication skillsAbility to empathize, pacify, and handle irate customers with exceptional communication skills. Technical knowledge in troubleshooting base operating system issues and eager to learn new technologies. Troubleshooting Windows, Outlook, Teams, Citrix, VDI, VPN, and Security Apps over remote support.

Answer incoming calls and respond to customer emails in a timely manner. Manage and resolve customer complaints. Identify and escalate issues to supervisors as needed.

Provide product and service information to customers. Research required information using available resources and offer solutions to customers. Research, identify, and resolve customer complaints using applicable software.

Route calls and tickets to appropriate resources and domains who can best support the user. Document all call information according to standard operating procedures. Recognize, document, and alert the management team of trends in customer calls.

Create SOPs for new issues and resolutions provided. Complete call logs and reports.

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