IT Graphics Support – Senior Process Associate - Italian
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, in the customer’s language, 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;
  • Using remote access software in order to troubleshoot issues reported by the customers;
  • Using the Client’s local IT lab in order to replicate customer issues and find workarounds for bugs encountered by customers;
  • Collaborating with local support functions in order to solve problems reported by customers and / or facilitate a warranty replacement of a faulty product;
  • Accurate and complete documentation of all incidents in the English language, with accurate description of all troubleshooting steps performed;
  • Documenting new issues and solutions in a knowledge base for future use;
  • 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);
  • Providing assistance to new colleagues whenever possible;
  • Informing the process trainers and the management team whenever the information in an SOP is identified as out-of-date;
  • Qualifications we seek in you!

    Minimum qualifications

  • Technical Knowledge Advanced computer knowledge with a good understanding of hardware : especially motherboards, processors, graphics cards and software : drivers and configuration utilities;
  • Experienced in installing and troubleshooting different versions of Windows operating systems as well as Linux;
  • Advanced in MS Office (Word, Excel, PowerPoint, Outlook) Windows;
  • Home Theater PC (HTPC) enthusiast well familiar with configuring audio-video receivers (AVRs);
  • Well familiar with the latest visual technologies used on the consumer side (4K standards, HDR standards, Color Space and Color Depth);
  • Familiar with terms used by gaming enthusiasts;
  • Advanced problem-solving skills and logical thinking;
  • Comfortable with Technology Demonstrated ability to research solutions and prepare SOPs for new technical problems;
  • Previous similar work experience required.
  • 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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