IT Hardware Support - Senior Process associate - German
Genpact
Bucuresti, Romania
3 zile în urmă

Responsibilities

  • Answers phone calls in the mentioned languages on a priority established by the team leader;
  • Answers queries, requests and complaints though inbound / outbound calls, 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;
  • Meets / Adheres to Contractual Metrics
  • Utilizes laboratory resources to walkthrough customers and verifying symptoms for Technical issues
  • Validates customer entitlement, warranty and product information · Ensures information management between Intel database EIM and Depot database SMT (Support Management Tool) or DMS (Depot Management System)
  • Completes logging of contacts encountered
  • Creates Individual case management based on client agreement
  • Ensures required information is entered into central database pertaining to customer enquiries.
  • Gathers necessary information (e.g. troubleshooting details, product markings, contact information, etc.), completes documentation of all cases, with accurate description of all troubleshooting steps followed, work around applied or provides suggestion or solution to the customer.
  • Understand and use escalation paths within local and worldwide technical support teams
  • Perform technical troubleshooting according to the Standard Operating Procedures (SOP) and process trainings;
  • Adheres to client's (Intel) defined processes & procedures and company policies
  • Create FAQs for inclusion in the Intel knowledgebase or posting externally to assist with customer education or internal support for contact center agents.
  • Sharing with all team members any knowledge obtained through customer interaction; this activity is completed through the creation of a new SOP, that will be reviewed and signed off by the process trainer and client (Intel) and saved in the knowledgebase.
  • Flags up personal training requirements to Team Lead
  • Attending training sessions;
  • Assist the process trainer(s) and the management team with any requests or requirements formulated daily / weekly reports or tasks;
  • Arranging working schedule with colleagues, be flexible, according to business needs;
  • Suggest and implement process improvement ideas using the LEAN methodology and tools;
  • Successfully completing the License To Operate (LTO) and passing the process knowledge test (PKT) on a monthly basis;
  • Providing assistance to new colleagues whenever possible;
  • Assist the process trainer(s) and the management team in the update process of any process related SOPs.
  • Qualifications

    Minimum qualifications

  • Technical Knowledge Desktops and well familiar with troubleshooting issues with Desktops with main focus on Processors and Motherboards.
  • Experience in installation and troubleshooting of different versions of windows desktop operating systems and Linux OS
  • Advanced in MS Office (Word, Excel, PowerPoint) Windows
  • Troubleshooting Ability Proven skills in troubleshooting complex technical problems, both hardware and software;
  • Comfort with Technology Demonstrated Ability to research solutions and prepare SOPs for new technical problems;
  • Previous similar work experience.
  • 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 environment;
  • Various trainings (initiating, soft skills);
  • Possibility of development;
  • Benefits (Meal Tickets, Medical Services, Insurance, additional vacation days, partner discounts).
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