Technical Support Specialist with French

Role Purpose The purpose of the role is to provide effective technical supportto the process and actively resolve client issues dire Responsibilities: Assist our community and help resolve inquiries empathetically, accurately and on time while providing global support for our customer’s tools and applications used by business customers and admins Gather customer’s information, verify key aspects, and determine a resolution Accurately research client issues using designated ticket tracking software Meet and exceed daily performance metrics related to key performance indicators Keep up to date with system and product information changes and updates Handle inbound volumes in an efficient and professional manner Prioritize and effectively escalate issues to relevant teams for resolution Make well balanced decisions and personally driven to be an effective advocate for our community Investigate and resolve issues that are reported on the application such as requests for account support and reports of potentially abusive content Respond to user inquiries with high quality, speed, empathy and accuracy Identify inefficiencies in workflows and suggest solutions Recognize trends and patterns, and escalate issues outside the company policy to the global team Skillset requirements: Excellent communication skills in English and French (min B2 level as per CEFR) Strong interpersonal skills, verbal and written communication skills and most importantly empathy Ability to handle Customer queries through tickets, live chat and voice support. Experience with support ticket software (e.g. Zendesk, Intercom, etc.) desirable Excellent communication skills with the ability to explain a complex subject clearly in writing Some degree of further education/college desirable Ability to multitask and coordinate with multiple teams Fresh graduates are welcomed to apply Working hours: 09 am - 6 pm - morning shifts with rotational schedule About Wipro Limited: Wipro Limited is a leading global information technology, consulting and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have a dedicated workforce of over 220,000, serving clients across six continents. ctly or throughtimely escalation to meet process SLAs. Do Support process by managing transactions as per requiredquality standards Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue Update own availability in the RAVE system to ensureproductivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all clientqueries Resolve client queries as per the SLA’s defined in thecontract Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting Document and analyze call logs to spot most occurring trends toprevent future problems Maintain and update self-help documents for customers to speedup resolution time Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution Ensure all product information and disclosures are given toclients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus andfacilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteousand professional manner Maintain logs and records of all customer queries as per thestandard procedures and guidelines Accurately process and record all incoming call and email usingthe designated tracking software Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business Organize ideas and effectively communicate oral messagesappropriate to listeners and situations Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client Undertake product trainings to stay current with productfeatures, changes and updates Enroll in product specific and any other trainings per clientrequirements/recommendations Partner with team leaders to brainstorm and identify trainingthemes and learning issues to better serve the client Update job knowledge by participating in self learningopportunities and maintaining personal networks