Technical Support Specialist
1 miesiąc 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 key member of our Technical Services Department, the Junior Technical Remote Support Engineer will be responsible for providing front and back-office support to our customers. This includes using technical knowledge and tools to provide the best support possible, implementing and maintaining internally specified KPIs, and participating in the promotion of continuous improvement initiatives.
Key Responsibilities:
- Promoting customer satisfaction through effective communication and issue resolution
- Closing cooperation with Level 2 teams to ensure seamless support
- Utilizing predefined technical tools to troubleshoot and resolve issues
- Collaborating with internal stakeholders, including quality, sales, and other departments
- Documenting and processing tickets in our CRM system
- Complying with internal KDGs and internal/external SLAs
- Complying with specified processes and work instructions
- Establishing lean management thinking and continuous improvement initiatives
- Performing and processing given tasks
- Improving knowledge in individual products
- Knowledge of all specified processes
- Expanding knowledge through continuous training to stay up-to-date on new changes or product launches
- Taking over special parts, such as Webshop, Knowledge center, or customer portal
- Recognizing the priority of individual cases
- Supporting quality through documentation and recording of cases
Qualifications we seek in you:
- Technical training, comparable relevant qualification, or a very good technical understanding
- 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
- Mastery and promotion of company values
Languages:
- Fluent in English and Spanish, both verbal and written
Travel requirements:
- Less than 10%
Shift Requirement:
- Regular business hours
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