IT Support - Senior Process Associate - Spanish
Genpact
Bucuresti, Romania
3 zile în urmă

Responsibilities

  • Answering phone calls in the mentioned 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.
  • Troubleshooting 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.
  • Arranging working schedule with colleagues flexibly, according to business needs.
  • Successfully attending / completing the training plan
  • 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  • Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date.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 Spanish, min B2.2.
  • Communicative level of English
  • Good MS Office (especially MS Excel) knowledge.
  • Analytical thinking and self-starter.
  • Availability to work in shifts.
  • 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.
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