Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Junior Technical Remote Support Engineer –Senior Process Associate-German-Hybrid Bucharest

As part of our Technical Services Department, the Junior Technical Remote Support Engineer is in charge of:

·       Front and back-office support (Customer support, connection to the Level 2, support our external and internal partners)

·       Using technical knowledge and tools to provide the best support to our customers.

·       Implement & maintain the internally specified KPIs

·       Implement and participate in the promotion of continuous improvement initiatives

Responsibilities

·       Promoting customer satisfaction

·       Close cooperation with Level 2

·       Using predefined technical tools

·       Collaboration with all internal stakeholders such as quality, sales, etc.

·       Documenting and processing tickets in our CRM system

·       Compliance with internal KDGs and internal/external SLAs

·       Compliance with the specified processes and work instructions

·       Establish lean management thinking

·       Performance and processing of the given tasks

·       Improving knowledge in the individual products

·       Knowledge of all specified processes

·       Expand knowledge through continuous training to keep up to date on new changes or product launches

·       Take over special parts like Webshop, Knowledge center or customer portal

·       Recognize the priority of individual cases

·       Support quality through documentation and recording of cases

Qualifications we seek in you!

Minimum Qualifications

• Technical training, comparable relevant qualification, or a very good technical understanding
• Innovative open understanding of relevant topics
• Interested in Lean and Agile
• High understanding of our processes
• Open understanding of the activity