Technical Remote Support Engineer (L1) Senior Process Associate- Spanish-Hybrid Bucharest

Ready to shape the future of work
At Genpact we dont just adapt to changewe drive it. 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 tech-driven environment love solving real-world problems and want to be part of a team thats shaping the future this is your moment.
Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.
Inviting applications for the role of Technical Remote Support Engineer (L1) -Senior Process Associate- Spanish-Hybrid Bucharest
The Junior Technical Remote Support Engineer will be responsible to manage mainly 1st level technical support for diverse software and hardware product portfolio for medical devices environments all over EMEA region. The employee will work closely with the 2nd and 3rd level support to ensure utmost customer satisfaction.

Responsibilities
Primary role responsibilities
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
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 background or proven successful working experience in IT/support
Experience with medical devices would be considered as advantage
High customer and service orientation
Strong communication and de-escalation skills
Solution orientation and analytical skills
Fluent in Spanish and English both verbal and written
Innovative open understanding of relevant topics
Open understanding of the activity in the service desk
Understanding of the expectations of our external and internal partners
Very good teamwork and communication skills
Diverse attitude towards all employees and open communication culture
International networking with all service desk colleagues
Mastering and promoting company values

Preferred Qualifications/ Skills
Creative and proactive mindset paired with team spirit
Solid IT and technical understanding
Ability to analyze and understand complex software application workflow hardware and integration requests
Stress resistant and resilient
Any additional languages would be considered as an advantage
Interested in Lean and Agile

Why join Genpact
Be a transformation leader Work at the cutting edge of AI automation and digital innovation
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your career Get hands-on experience mentorship and continuous learning opportunities
Work with the best Join 140000 bold thinkers and problem-solvers who push boundaries every day
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 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.