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Technical Support Specialist

1 miesiąc temu

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

We are seeking a highly motivated and detail-oriented Junior Technical Remote Support Engineer to join our team. As a key member of our support team, you will be responsible for providing technical support to our clients across the EMEA region. Your primary focus will be on managing 1st level technical support for diverse software and hardware product portfolios for medical devices environments.

Key Responsibilities:
  • Provide 1st level technical support for medical devices, applications, and interfaces via phone and email
  • Document and process specific product group complaints and forward them to the 2nd level support
  • Answer 1st level user questions and provide timely resolutions
  • Adhere to organization and department policies, quality procedures, and protocols
  • Ensure all relevant processes are performed per internal SOPs
  • Expand knowledge through continuous training to stay up-to-date on new changes or product launches
  • Take over special parts like Webshop, Knowledge center, or customer portal
  • Recognize the priority of individual cases and provide timely resolutions
  • Support quality through documentation and recording of cases
Requirements:
  • Technical background or proven successful working experience in IT/support
  • Experience with medical devices would be considered an advantage
  • High customer and service orientation
  • Strong communication and de-escalation skills
  • Solution orientation and analytical skills
  • Creative and proactive mindset paired with team spirit
  • Solid IT and technical understanding
  • Ability to analyze and understand complex software application – workflow – hardware and integration requests
  • Stress-resistant and resilient
  • Fluent in English and German, both verbal and written
Shift Requirement:

Regular business hours / Weekends / Night shift