Answering phone calls in the menationed languages, on 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 trainings;
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 schedule with colleagues flexibly, according to business needs.
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Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date;
Very good knowledge of English Language, min. B2
Good MS Office (especially MS Excel) knowledge.
Analytical thinking and self-starter.
Personal culture and client management expertise.
High motivation and ability to learn.
Ability to work under time pressure.
What can we offer?
Stable job offers - employment contract
Work in a multicultural and diverse environment with employees from over 30 countries
Genpact supports professional tranings 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