IT Support – Senior Process Associate - Portuguese in Bucuresti

Responsibilities • Answering phone calls in the mentioned 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possible; • Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date; Qualifications Minimum qualifications • Very good knowledge of Portuguese Language, min. C1 . (English – B2)• Good MS Office (especially MS Excel) knowledge. • Analytical thinking and self-starter. • Experience within Customer Support/Help-deskEncouraged 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 trainings 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