WIPRO LTD (THE HIRING COMPANY) HIRD LLC (THE PREFERED HIRING PARTNER)

Job Description – Helpdesk Agent-Moncton (Wipro)

JOB INFORMATION
Job Title: Helpdesk Agent (Onsite- Moncton) Pay- $18-21/ hourly
JOB SUMMARY

The Helpdesk Agent acts as a liaison for the customer and resolves questions and issues arising from
inbound calls, on-line secured requests from client employees, and written requests from client
employees and/or HR contacts. Provides technical support to users by researching and answering
questions, troubleshooting problems, and maintaining workstation. Provides answers to clients by
identifying problems, researching answers, and guiding clients through corrective steps.

ESSENTIAL JOB FUNCTIONS/DUTIES

● Document all pertinent end user identification information, including name, department, contact
information, and nature of problem or issue
● Update on availability in the RAVE system to ensure the productivity 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 client questions
● Resolve client queries as per the SLAs defined in the contract
● Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in and
provide effective problem resolution to clients
● Identify and learn appropriate product details to facilitate client interaction and troubleshooting
● Document and analyze call logs to spot the most occurring trends in future problems
● Maintain and update self-help documents for customers to speed up resolution time
● Identify red flags and escalate serious client issues to the leader in cases of untimely resolution
● Ensure all product information and disclosures are given to clients before and after the call/email
requests
● Avoids legal challenges by complying with service agreements
Qualification

● Minimum 1 year of Call center experience in Helpdesk support

● Must have good reading and analytical/problem solving capabilities.
● Must be proficient in MS Office
● Must be computer literate with basic understanding of connecting cables/USB functionalities.
● Demonstrates knowledge of the business and applicable operational platforms

EDUCATION REQUIREMENTS:

● High School diploma required

JOB REQUIREMENTS:

● Bilingual, should be able to read, write, and speak English with French or Spanish
● High commitment to report and work at scheduled shift time and staying in communication with
Supervisor/Team Lead at all times.
● Must be able to react quickly and proactively in a rapidly changing and dynamic work
environment.
● Must be able to furnish all paperwork/documentation on background check. Background checks
and documentation should be passed
● Must Pay Attention to Detail and communicate effectively
● Required overtime where applicable (no exceptions)
● Must be driven and motivated to exceed individual and team goals.
● Should always maintain professional email/chat etiquettes. Professional behavior with courteous,
polite, and energetic qualities.

WIPRO Employee Benefits:

● Full-Time Position
● Paid Training
● Paid Holidays
● Paid Time Off
● Benefits (health, dental, vision) start day 1
● 401K with company contributions
● Tuition Reimbursement
● An engagement team that will support your career growth
● Self-paced trainings and certifications accepted industry wide

DISCLAIMER:
● The preceding job description has been designed to indicate the general nature and essential duties and
responsibilities of work performed by employees within this classification. It may not contain a comprehensive
inventory of all duties, responsibilities, and qualifications required of employees to do this job