Technical Support Specialist

4 dni temu

Wrocław, Województwo dolnośląskie, Polska Genpact Pełny etat

Genpact is a global leader in professional services and solutions, driving outcomes that shape the future.

The Junior Technical Remote Support Engineer-Senior Process Associate role offers an exciting opportunity to join our Technical Services Department, where you will be responsible for:

• Providing front and back-office support, ensuring seamless interactions with customers, Level 2 teams, and internal partners.

• Utilizing technical knowledge and tools to deliver exceptional support experiences for our clients.

• Implementing and maintaining key performance indicators (KPIs) as specified by the organization.

• Participating in continuous improvement initiatives to enhance processes and customer satisfaction.

Key Responsibilities:

  • Promoting customer satisfaction through proactive and effective issue resolution.
  • Collaborating closely with Level 2 teams to ensure seamless handoffs and optimal support delivery.
  • Utilizing predefined technical tools to provide efficient and effective support.
  • Working collaboratively with internal stakeholders, including quality, sales, and other departments.
  • Documenting and processing tickets in our CRM system to ensure accurate tracking and follow-up.
  • Adhering to internal Key Decision Guides (KDGs) and Service Level Agreements (SLAs) to maintain high-quality support standards.
  • Complying with specified processes and work instructions to ensure consistency and efficiency.
  • Embracing lean management principles to drive process improvements and optimize support delivery.
  • Performing tasks efficiently and effectively while continuously improving knowledge of individual products and processes.
  • Maintaining up-to-date knowledge on new changes or product launches through ongoing training and development.
  • Taking ownership of special tasks, such as Webshop, Knowledge Center, or customer portal responsibilities.
  • Recognizing and prioritizing individual cases to ensure timely and effective resolution.
  • Supporting quality through documentation and recording of cases to maintain a high level of customer satisfaction.

Qualifications and Skills:

  • Minimum Qualifications: Technical training, relevant qualification, or strong technical understanding.
  • Innovative and open-minded approach to relevant topics.
  • Interest in Lean and Agile methodologies.
  • Strong understanding of our processes and workflows.
  • Openness to learning and adapting to new concepts and technologies.
  • Excellent teamwork and communication skills.
  • Diverse and inclusive attitude towards all employees and colleagues.
  • International networking opportunities with service desk colleagues.
  • Ability to master and promote company values.

Languages:

  • Fluent in English and Spanish, both verbal and written.

Work Environment:

  • Less than 10% travel requirements.

What We Offer:

  • Attractive salary package.
  • Stable job offer with employment contract.
  • Multicultural and diverse work environment with employees from over 30 countries.
  • Professional training and great career development opportunities.
  • Free access to our award-winning learning platform.
  • Benefits, including insurance, Luxmed, additional vacation days, and biking policy.

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