Technical Support Specialist

2 tygodni temu


Wrocław, Województwo dolnośląskie, Polska Genpact Pełny etat

Genpact is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

As a Technical Support Specialist, you will be part of our Technical Services Department, responsible for providing front and back-office support to our customers. Your technical knowledge and skills will enable you to provide the best support to our customers, while implementing and maintaining our internally specified KPIs.

Key Responsibilities:

  • Promote customer satisfaction
  • Close cooperation with Level 2
  • Use predefined technical tools
  • Collaborate with all internal stakeholders
  • Document and process tickets in our CRM system
  • Comply with internal KDGs and internal/external SLAs
  • Comply with specified processes and work instructions
  • Establish lean management thinking
  • Perform and process given tasks
  • Improve knowledge in individual products
  • Knowledge of all specified processes
  • Expand knowledge through continuous training
  • Take over special parts like Webshop, Knowledge center or customer portal
  • Recognize priority of individual cases
  • Support quality through documentation and recording of cases

Qualifications:

  • Technical training or comparable relevant qualification
  • Innovative open understanding of relevant topics
  • Interested in Lean and Agile
  • High understanding of our processes
  • Open understanding of the activity in the service desk
  • Understanding of the expectations of our external and internal partners
  • Very good teamwork and communication skills
  • Diverse attitude towards all employees and open communication culture
  • International networking with all service desk colleagues
  • Mastering and promoting company values

Languages:

  • Fluent in English and Italian, both verbal and written

Travel Requirements:

  • Less than 10%

Shift Requirement:

  • Regular business hours


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