Technical Support Specialist

2 dni temu

Wrocław, Województwo dolnośląskie, Polska Genpact Pełny etat

At Genpact, we're committed to shaping a world that works better for people. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients.

We're inviting applications for the role of Junior Technical Remote Support Engineer- Senior Process Associate- Spanish-Hybrid Wroclaw. As part of our Technical Services Department, you'll be responsible for:

  • Providing front and back-office support, including customer support, connection to Level 2, and support for external and internal partners
  • Utilizing technical knowledge and tools to provide exceptional support to customers
  • Implementing and maintaining internally specified KPIs
  • Participating in continuous improvement initiatives

Your responsibilities will include:

  • Promoting customer satisfaction through effective issue resolution
  • Closely collaborating with Level 2 teams
  • Using predefined technical tools to resolve issues efficiently
  • Collaborating with internal stakeholders, such as quality, sales, and documentation teams
  • Documenting and processing tickets in our CRM system
  • Ensuring compliance with internal KDGs and internal/external SLAs
  • Complying with specified processes and work instructions
  • Establishing lean management thinking to improve efficiency
  • Performing and processing assigned tasks
  • Expanding knowledge in individual products through training and self-study
  • Understanding all specified processes
  • Staying up-to-date on new changes or product launches through continuous training
  • Taking over special tasks, such as Webshop, Knowledge Center, or customer portal maintenance
  • Recognizing priority cases and addressing them accordingly
  • Supporting quality through documentation and case recording

To succeed in this role, you'll need:

  • Technical training or a comparable relevant qualification
  • A strong understanding of technical topics and innovative approaches
  • Interest in Lean and Agile methodologies
  • A high understanding of our processes and workflows
  • An open understanding of service desk activities
  • Understanding of expectations from external and internal partners
  • Excellent teamwork and communication skills
  • Diverse attitude towards colleagues and an open communication culture
  • International networking opportunities with service desk colleagues
  • Mastery and promotion of company values

You'll also need:

  • Fluency in English and Spanish, both verbal and written

This role requires minimal travel (

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