Hiring for Unified Communication-Contact Center-Bangalore at Wipro
Wipro, a renowned technology services and consulting company, is currently looking for skilled professionals to join their team in Bangalore, Karnataka, India. With over 10,001 employees and expertise in IT services and IT consulting, Wipro offers a dynamic and rewarding work environment. This is a full-time position with numerous opportunities for growth and development.
The job posting has attracted significant attention, with 172 applicants already expressing their interest. If you’re considering applying for this position, you can assess how you stack up against the competition by trying out the Premium feature for free.
The role available is that of a Tier II ACE Support Analyst, specifically focused on the Accelerated Cisco Experience (ACE) program. The ideal candidate should have a minimum of 2+ years of experience in providing end user support within an enterprise environment.
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As a Tier II Support Analyst, your primary responsibilities will revolve around providing support for various Unified Communication products. This includes IP Phones, Cisco Jabber for Windows, Mac, iOS, and Android, Webex Teams, Unity Connection, WebEx Conferencing, and Cisco Video conferencing products. You will be expected to handle procedural, process, information, and technical problems for requests from the internal client base, submitted through automated means.
To excel in this role, you must maintain a strong commitment to customer service and provide professional assistance to end users. Effective Remedy Case Handling is essential, with a minimum expectation of resolving 40 cases per week. It is crucial to open cases for all work done for ACE users to ensure productivity tracking.
Service Level Agreement (SLA) standards must be met, including responding to assigned cases within 24-36 hours, with an average resolution time of 2 business days. Additionally, extensive troubleshooting cases should be resolved within 4-5 business days, while Tier 1 type cases (e.g., password and account requests) should be resolved within 48 hours. Regular updates and follow-ups on pending cases should occur every 48 hours.
In addition to handling support cases, you will be assigned various projects, averaging 2-3 per month. These projects must be completed within the specified timeline and according to the guidelines provided. It is essential to communicate the completion of your portion of the project to the lead via email. Attending weekly Tier II meetings and assisting in other areas of ACE as needed are also part of the role’s requirements.
To be eligible for this position, you should possess the following skills and experience:
Extensive experience in supporting the following:
- Webex Meetings
- Cisco Unified Communications Manager (CUCM)
- Cisco Telephony (9900 Series, 7900 Series, 8800 Series)
- Cisco Video Endpoints (DX, MX, SX, Tandberg, Webex Board / Room 55, 70 / Room Kit)
- Cisco Jabber / Softclients
- Cisco Collaboration
If you meet the above criteria and are excited about joining a leading technology company, this opportunity at Wipro is worth considering. Wipro prides itself on its ability to address clients’ complex digital transformation needs by delivering innovative solutions.
With a global presence in 66 countries and a workforce of over 250,000 employees and business partners, Wipro is committed to helping its customers, colleagues, and communities thrive in an ever-changing world.
Wipro is an Equal Employment Opportunity employer that values diversity and inclusivity. All employment and employment-related decisions at Wipro are made without regard to race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.
Apply Link: https://www.linkedin.com/jobs/view/3621876016