Responsibilities Answering phone calls in the menationed languages, on a priority established by the team leader; Handling emails / web cases / chats, translating them into the appropriate language, depending on customer requirements, as per the service levels agreed in terms of response time; Fixing IT problems (incidents) according to the Standard Operating Procedures (SOP) and process trainings; Correct and complete documentation of all incidents, with accurate description of all troubleshooting steps followed; Sharing with all team members any knowledge obtained through end-user or resolver interactions; Attending training sessions; Arranging working schedule with colleagues flexibly, according to business needs. Successfully completing the training plan and passing the process knowledge test (PKT) on a monthly basis; Providing assistance to new colleagues whenever possible; Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date; Qualifications Minimum qualifications Very good knowledge of English Language, min. B2 Good MS Office (especially MS Excel) knowledge. Analytical thinking and self-starter. Encouraged qualifications Personal culture and client management expertise. High motivation and ability to learn. Ability to work under time pressure. 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 tranings and great career development opportunities Free access to our award-winning learning platform Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts
IT Support – Process Associate - English in Bucuresti
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