Technical Support Specialist
4 tygodni temu
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 Remote Support Engineer – Domain Trainee, you will be part of our Technical Services Department, responsible for:
Providing technical support on the hotline for customers outside core working hours
Supporting Level 1 specialists within the hotline for daily business
Interfacing with Technical Services areas such as Quality, Development, Experts Groups, and related teams
Ensuring compliance and improvement of business metrics
Contributing to continuous improvement of internal processes and documents for Technical Services
Key Responsibilities:
Ensuring coverage of the hotline in specified times according to the schedule created by the team lead
Early and late duty in specified times, including weekends and holidays, as well as on-call duties
Independent takeover and processing of tasks from queues that belong to the work area in compliance with priorities
Supporting the remote team
Supporting the rollout of software products
Active communication with partners and customers
Participation in projects with stakeholders such as Sales, Quality, etc.
Processing internal requests in technical matters
Creating/preparing tickets for Product SMEs (Level 3)/R&D
Achieving and contributing to the increase of the solution rate L2
Supporting L1 remote support in day-to-day business and in case of problems, and thus continuous training of the team to increase their skills and handover of L2 topics (shift/left)
Expanding knowledge through continuous training to keep up to date on new changes or product launches
Contributing to empowering teammates in L1 and L2 to develop further and take on special projects
Adhering to internal/external business metrics
Utilizing and providing constructive feedback on the implementation of new tools and systems
Meeting deadlines for mandatory trainings
Lean thinking
Specialization in various product areas
Qualifications:
We seek candidates with:
Technical/Mechanical engineering education or similar relevant qualification
Knowledge of customer communication
Qualifications in customer service or customer-facing organizations
Understanding of medical device business and handling of medical devices
Innovative, open-minded understanding of relevant topics
Interest in Lean and Agile methodologies
Understanding of Service Desk processes
Understanding of the expectations of our external and internal partners
Very good teamwork and communication skills
International networking with all service desk colleagues
Mastery and promotion of the company values
Languages:
We require proficiency in German and English technical language. Other European languages are considered a plus.
Travel Requirements:
Less than 25%
Shift Requirement:
Regular working hours
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