IT Support – Process Associate - English – Remote RO! [Romania]

 

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower. Come, transform with us.
Inviting applications for the role of IT Support – Process Associate - English – Remote RO!
We are looking for someone with a good level of English and Romanian that has a passion for finding a solution for customers’ tech problems.
Responsibilities

• Answering phone calls in the languages mentioned, as a priority established by the team leader;
• Handling emails / web cases / chats, translating them into the appropriate language, depending on customer requirements, as per the service levels agreed in terms of response time;
• Fixing IT problems (incidents) according to the Standard Operating Procedures (SOP) and process training;
• Correct and complete documentation of all incidents, with accurate description of all troubleshooting steps followed;
• Sharing with all team members any knowledge obtained through end-user or resolver interactions;
• Attending training sessions;
• Arranging working schedules with colleagues flexibly, according to business needs. Available to work on a 24/7 (shifts rotation) schedule
• Successfully completing the training plan and passing the process knowledge test (PKT) on a monthly basis;
• Providing assistance to new colleagues whenever possible;
• Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date;

Qualifications
Minimum qualifications

• Very good knowledge of English Language, min. B2
• Very good knowledge of Romanian Language, min C1
• Good MS Office (especially MS Excel) knowledge.
• Analytical thinking and self-starter.

Encouraged qualifications

• Personal culture and client management expertise.
• High motivation and ability to learn.
• Ability to work under time pressure.

What can we offer?

• Attractive salary;
• Stable job offers - employment contract
• Work in a multicultural and diverse environment with employees from over 30 countries
• Genpact supports professional trainings and great career development opportunities
• Free access to our award-winning learning platform
• Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.

JobProcess Associate

Primary LocationRomania-Bucharest

ScheduleFull-time

Education LevelBachelor's / Graduation / Equivalent

Job PostingMay 16, 2023, 9:34:38 PM

Unposting DateOngoing

Master Skills ListOperations

Job CategoryFull Time

 

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