IT Support Process Associate German Remote Poland

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125000 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.

Inviting applications for the role of IT Support Process Associate German Remote EMEA!

We are looking for a colleague with a good level of Polish (C1 German (C1 and English (B2 and a passion for finding a solution for customers tech problems.

Responsibilities

Provide support via phone/chat/emails translating them into the appropriate language depending on customer requirements as per the service levels agreed in terms of response time on a priority established by the team leader;

Fix IT issues according to the Standard Operating Procedures (SOP) and process trainings and documenting all cases with accurate description of all troubleshooting steps followed;

Inform the process trainers and the management team whenever the information in an SOP is identified as outofdate;

Provide the right Customer Experience and flag to trainers/management whenever additional support/knowledge is required

Arrange working schedule with colleagues flexibly according to business needs. Shifts are rotating based on the following:
Monday to Sunday split in 6 shifts covering from 00:00 to 24:00

Qualifications we seek in you!
Minimum Qualifications / Skills

Very good knowledge of Polish (min C1 German (min C1 and English Language (min. B2.
Basic understanding computer systems mobile devices and other tech products
Good MS Office Suite knowledge (MS Word MS Excel Outlook etc)
Analytical thinking and selfstarter.
Good interaction skills
Collaborative approach
Preferred Qualifications/ Skills

Client management expertise.
High motivation and ability to learn eagerness to invest in personal growth;
Flexibility to change shifts based on urgent process requirements

What should you expect in your first 6 months with us
02 months posthiring:
Multiple trainings (coreload process specific Customer Service Excellence)
Getting familiar with the company internal culture
Shadowing the endtoend accounts operations to understand the process
16 months posthiring:
Involve more into our learning platform become familiar with Lean Six Sigma methodology by getting Lean Train and Tested
Successfully completing the training plan and passing the process knowledge test (PKT)
Be an active part of our operations team by joining the production
Post 6 months posthiring:
Possibility to shadow other processes
Start your career path drawing mentored by your direct supervisor and our trainers

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 awardwinning learning platform
Benefits such as Insurance Luxmed Multisport Lunchpass Card additional vacation days biking policy

As an Equal Opportunity Employer we encourage you to apply to this opening position(s) with your preferred CV format. Please note that Genpact does not impose any CV format nor do we require you to enclose a photograph with your CV as part of the application process. It is the candidates absolute discretion if he/she chooses to upload a CV with or without a photograph enclosed.

Kindly please see our Privacy Notice for Employment Candidates: is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief sex age national origin citizenship status marital status military/veteran status genetic information sexual orientation gender identity physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity customer focus and innovation. For more information visit . Follow us on Twitter Facebook LinkedIn and YouTube.

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