IT Support- Senior Process Associate - Spanish 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. • Troubleshooting 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.• Arranging working schedule with colleagues flexibly, according to business needs. • Successfully attending / completing the training plan• 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possible.• Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date.Qualifications Minimum qualifications • Very good knowledge of Spanish, min B2.2. • Level of English, B1 minimum • Good MS Office (especially MS Excel) knowledge. • Analytical thinking and self-starter. • Availability to work in shifts.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 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