Technical Support Specialist
7 dni temu
At Genpact, we deliver outcomes that shape the future. With a team of 125,000+ professionals across 30+ countries, we strive to create lasting value for our clients. As a Junior Technical Remote Support Engineer- Senior Process Associate, you will be part of our Technical Services Department, focused on delivering exceptional support.
About the RoleYou will be responsible for:
- Providing front and back-office support to customers, including connecting them with Level 2 support teams.
- Utilizing technical knowledge and tools to offer top-notch support.
- Maintaining and implementing internally specified KPIs.
As a Junior Technical Remote Support Engineer- Senior Process Associate, your key responsibilities will include:
- Promoting customer satisfaction through effective issue resolution.
- Closely collaborating with Level 2 teams.
- Using predefined technical tools to streamline support processes.
- Working with internal stakeholders such as quality, sales, and documentation teams.
- Documenting and processing tickets in our CRM system.
- Ensuring compliance with internal KDGs and external SLAs.
- Following specified processes and work instructions.
- Establishing lean management thinking to optimize workflows.
- Performing tasks efficiently and effectively.
- Continuously improving knowledge of individual products.
- Awareness of all specified processes.
- Staying up-to-date with new changes or product launches through continuous training.
- Taking ownership of special tasks like Webshop, Knowledge center, or customer portal support.
- Recognizing priority cases and addressing them accordingly.
- Supporting quality by documenting and recording cases.
We seek candidates with:
- Technical training or a comparable qualification.
- Innovative understanding of relevant topics.
- Interest in Lean and Agile methodologies.
- Strong understanding of our processes.
- Open-mindedness towards service desk activities.
- Understanding of partner expectations.
- Excellent teamwork and communication skills.
- Diverse attitude and open communication culture.
- International networking with service desk colleagues.
- Mastery and promotion of company values.
We require fluency in English and Spanish, both verbal and written.
Work RequirementsThis role requires less than 10% travel and regular business hours.
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