IT Support – Process Associate – Spanish – Remote Portugal

Ready to build the future with AI
At Genpact we dont just keep up with technologywe set the pace. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges.
If you thrive in a fast-moving innovation-driven environment love building and deploying cutting-edge AI solutions and want to push the boundaries of whats possible this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay ahead. Powered by curiosity courage and innovation our teams implement data technology and AI to create tomorrow today. Get to know us at and on LinkedIn X YouTube and Facebook.

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

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/e-mails 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Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date;

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

Qualifications we seek in you!
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 self-starter.
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

Why join Genpact
Lead AI-first transformation Build and scale AI solutions that redefine industries
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your careerGain hands-on experience world-class training mentorship and AI certifications to advance your skills
Grow with the best Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace
Committed to ethical AI Work in an environment where governance transparency and security are at the core of everything we build
Thrive in a values-driven culture Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140000 coders tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets build tomorrow together.

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.
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.