Technical Support Specialist

1 tydzień temu

Wrocław, Województwo dolnośląskie, Polska Genpact Pełny etat

Genpact is a global professional services and solutions firm that delivers outcomes that shape the future. Our team is driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. 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.

We are inviting applications for the role of Junior Technical Remote Support Engineer – Senior Process Associate. The successful candidate will be responsible for managing 1st level technical support for diverse software and hardware product portfolios for medical devices environments across the EMEA region. They will work closely with 2nd and 3rd level support to ensure utmost customer satisfaction.

Key Responsibilities:

  • Provide 1st level/entry level 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
  • 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 keep 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
  • Support quality through documentation and recording of cases

Qualifications:

  • 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

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