Technical Support Specialist

5 dni temu


Wrocław, Województwo dolnośląskie, Polska Genpact Pełny etat

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
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 external and internal partners
  • Very good teamwork and communication skills
Language 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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