Technical Support Specialist

2 tygodni temu

Wrocław, Województwo dolnośląskie, Polska Genpact Pełny etat
Job Title: Junior Technical Remote Support Engineer – Senior Process Associate- Italian-Hybrid Wroclaw

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.

Job Summary:

The Junior Technical Remote Support Engineer is responsible for providing front and back-office support to customers, using technical knowledge and tools to provide the best support. The role involves implementing and maintaining internally specified KPIs, promoting continuous improvement initiatives, and collaborating with internal stakeholders.

Key Responsibilities:
  • Promote customer satisfaction by providing timely and effective support
  • Close cooperation with Level 2 teams to resolve complex issues
  • Use predefined technical tools to troubleshoot and resolve issues
  • Collaborate with internal stakeholders, including quality, sales, and other teams
  • 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 and improve knowledge in individual products
  • Recognize the priority of individual cases and support quality through documentation and recording of cases
Qualifications:
  • Technical training or comparable relevant qualification
  • Innovative open understanding of relevant topics
  • Interest in Lean and Agile methodologies
  • 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
Language Requirements:

Fluent in English and Italian, both verbal and written

Travel Requirements:

Less than 10%

Shift Requirement:

Regular business hours

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