IT Support Process Associate Spanish Remote Romania

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 Spanish Remote Portugal

We are looking for a colleague with a good level of Spanish (C1 Portuguese (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 schedules with colleagues flexibly according to business needs. Shifts are rotating based on the following:
Monday to Sunday split in shifts covering from 00:00 to 24:00

Requirements
Minimum qualifications
Very good knowledge of Spanish Portuguese and English Language.
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
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 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 language courses professional trainings and great career development opportunities
Free access to our awardwinning learning platform
Benefits such as Private Medical Package Meal Vouchers or Access to wellness programs

Genpact 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. Get to know us at genpact and on LinkedIn X YouTube and Facebook.
Furthermore please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit paying to apply or purchasing equipment or training.