Technical Support Specialist

9 godzin temu


Wrocław, Województwo dolnośląskie, Polska Genpact Pełny etat
Job Title: Technical Remote Support Engineer – Domain Trainee – Italian- Remote EMEA/EU

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:

We are seeking a highly skilled Technical Remote Support Engineer – Domain Trainee – Italian- Remote EMEA/EU to join our Technical Services Department. As a Technical Remote Support Engineer, you will be responsible for providing technical support to customers and internal teams, ensuring compliance and improvement of business metrics, and contributing to continuous improvement of internal processes and documents.

Key Responsibilities:
  • Provide technical support on the hotline for customers outside core working hours
  • Support Level 1 specialists within the hotline for daily business
  • Interface with Technical Services areas such as Quality, Development, Experts Groups, and related teams
  • Ensure compliance and improvement of business metrics
  • Contribute to continuous improvement of internal processes and documents
  • Support the remote team
  • Support with rolling out software products
  • Support with commissioning in the digital area (remote)
  • Active communication with partners and customers
  • Participation in projects with stakeholders such as Sales, Quality, etc.
  • Processing of internal requests in technical matters
  • Processing of requests in technical matters of partners
  • Create/prepare tickets for Product SMEs (Level 3)/R&D
  • Compliance with the requirements from the Team Lead
  • Achieve and contribute to the increase of the solution rate L2
  • Support of 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)
  • Expand knowledge through continuous training to keep up to date on new changes or product launches
  • Contribute to empowering teammates in the L1 and the L2 to develop further and take on special projects
  • Adhere to internal/external business metrics
  • Utilize and provide constructive feedback on implementation of new tools and systems
  • Meeting deadlines for mandatory trainings
  • Lean thinking
  • Specialization in various product areas
Requirements:
  • 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
Language Requirements:

Proficiency in Italian 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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