Intern – Operations Center, Careers at Wiley, Colombo, Sri Lanka.

Job Overview

Intern – Operations Center

About the Role:

Wiley is looking for passionate interns to join our exciting, challenging, and rapidly expanding team in Sri Lanka. This position is a hands-on intern position where you will be working with the Operations Center Team for Wiley’s internal applications.

How you will make an impact:

• The major job responsibility is to provide necessary support in the current working applications.
• Assists Interfacing with the customer to understand issues or questions raised by them & clarifies on any open ended in the issue or concerns and triages the problem in hand.
• Assists in fixing related issues immediately based on runbooks provided and assists performing further analysis to escalate the issue to next level support within the team.
• Assists with Triaging with next level support members until the issue is completely resolved per customer satisfaction.
• Communication assistance with the end customer at regular intervals about the status of the ticket until the issue is resolved.
• Prepare and maintain reports on metrics of various customer issue resolution.
• Learn the new features and functions that the technology team develops to support questions or issues raised by the customer upon using such a feature.
• Ensure that documentation for runbooks is compliant with policy & sufficient for their purpose and remediate as needed.

What we look for:

• An undergraduate from a recognized university reading for a degree in Computer Science, Software Engineering, IT (Information Technology), or any other related discipline
• Customer service oriented with the handling of interactions with professionalism and prominent level of service.
• Good technical background with Web based applications support & ability/desire to learn.
• Troubleshooting & problem-solving skills, able to identify the symptoms and cause and propose action plans.
• Very good communications skills in English, able to convey technical and functional knowledge and solution with customers and peers.
• Working in a 24×7 roster arrangement

About Wiley:

Enabling Discovery, Powering Education, Shaping Workforces.

We clear the way for seekers of knowledge: illuminating the path forward for research and education, tearing down barriers to society’s advancement, and giving seekers the help they need to turn their steps into strides.

Wiley may have been founded over two centuries ago, but our secret to success remains the same: our people. We are willing to challenge the status quo, move the needle, and be innovative. Wiley’s headquarters are located in Hoboken, New Jersey, with operations across the globe in more than 40 countries.

Please attach your CV in order to be considered for this position.