Technical Support Specialist
5 dni temu
At Genpact, we're shaping the future by delivering outcomes that matter. Our 125,000+ people across 30+ countries are driven by curiosity, entrepreneurial spirit, and a passion for creating lasting value for clients.
We invite applications for the role of Technical Remote Support Engineer –Domain Trainee – Italian- Hybrid Wroclaw
Job Description:This is a unique opportunity to join our Technical Services Department as a Technical Remote Support Engineer (L2) specializing in medical devices. You will be responsible for:
- Providing technical support on complex customer inquiries received from Level 1 Remote Support, Contract & Service Partners, Field Services
- Supporting Level 1 specialists within the hotline for daily business operations
- Interfacing with Technical Services areas such as Quality, Development, Experts Groups, and related teams
- Ensuring compliance and improvement of business metrics
As part of this role, you will also contribute to continuous improvement of internal processes and documents for Technical Services. We offer a stable job environment with employees from over 30 countries.
Responsibilities:- 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 the queues that belong to the work area in compliance with priorities
- Supporting the remote team and rolling out software products
- Active communication with partners and customers
- Participation in projects with stakeholders such as Sales, Quality, etc.
- Processing of internal requests in technical matters
- Creating/preparing tickets for Product SMEs (Level 3)/R&D
- Achieving and contributing to the increase of solution rate L2
- 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 external and internal partners
- Very good teamwork and communication skills
Proficiency in Italian and English technical language. Other European languages are considered a plus.
Estimated Salary:$65,000 - $85,000 per annum, depending on qualifications and experience.
Travel Requirements:Less than 25% travel required.
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