IT Customer Support Agent – French language

- Preferred : 1 year experience in Production and Operations support. It would be preferred if the candidate has exposure in B2B Space.
- Flexibility to work in different time zones.
- Willing to pick up technical expertise while placed in the Project.
- Very good communication skills. Good knowledge of French (written and spoken).
- Previous Customer Interaction both in French and English (in French would be preferred).

• Handle customer calls and emails particularly the one in French.
• Participate in discussions with Customer where French to English translation would be required.
• Meet norms as per SLA for Service requests and also for Alerts from Monitoring team. Follow escalation procedure as stipulated in SLA.
• Report to supervisor on a weekly basis on the work accomplishments. Shift hand off as per the laid down process.
• Oral and written communication to be as per the guidelines set within the team. Customer reporting on Open issues/Problems to be done within SLA norms.
• No reworks expected. All Calls to be completed as per SLA Norms for quality. Follow process as per customer requirements.
• Share Knowledge within the team and submit knowledge articles to the K-net. Attend trainings as appropriate and improve skill set in 1 new area.
• Maintaining Contact Lists - Email and Telephone , in CVS as well as if required configuring in SDA database
• Taking backup of mails and SDA database
• Maintaining list of Complaints and Suggestions by Clients
• Generating daily, weekly and monthly reports
• Documenting whenever there is any change in Process to be followed by helpdesk team for service desk management and sharing it with other team members.
• Follow-ups based on Severity level

Wipro Technologies is the global technology services division of Wipro Limited, (NYSE:WIT), with a revenue of US $ 2.1 billion in combined IT businesses. For the last two decades, we have successfully served the technology needs of more than 425 customers from diverse industries and locations.

We are the World's first PCMM, SEI-CMM, CMMi Level 5 Software Services Company, and have a team of over 55,000+ committed people from different managerial and engineering backgrounds, spread across US, Europe, India and Japan.

We are amongst the top 10 players in the North American IT outsourcing market. We provide end-to-end solutions across industries through unique models and methodologies, to deliver time, cost, quality and full-service advantages. We are the chosen IT outsourcing partner for several Fortune 500 companies.