Junior Technical Remote Support Engineer - Senior Process Associate - German - Hybrid Bucharest - with shifts

Short company description

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

With more than 4,000 employees in our Bucharest, Cluj-Napoca and Iasi offices, we take pride in being the largest employer and talent developer in the business services industry. Our service portfolio includes eight domains: Finance and Accounting, Order Management, Procurement and Supply Chain, Sales Operations, IT Services, Customer Services, SOX Compliance and Trust and Safety.

Genpact is on the lookout for high-potential talent to join our growing teams in Bucharest, Cluj-Napoca and Iasi, or through our work from anywhere model. We offer our workforce a flexible work-life balance and enable them to work from the office, at home, or just about anywhere. Our diverse teams include foreign-language speakers in a variety of roles, such as Accounts Payable, Accounts Receivable, General Ledger, Customer Support, IT Support, Procurement, Order Management, Ad Moderation and Content Moderation.

Requirements

As part of our Technical Services Department, the Junior Technical Remote Support Engineer is in charge of:
• 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

Responsibilities

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

Other info

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.

Benefits

• Relocation bonus
• Special events bonus (ex: Easter, Christmas)
• Medical subscription
• Medical insurance
• Life insurance
• Gym membership
• Trainings
• Courses
• Certifications
• Catering / free lunch
• Discount for company products / discount for services of partner companies
• Short Fridays
• Teambuildings / trips
• Parties / company events
• Laptop
• Mobile phone
• Parking space
• Fun / Relax Area
• Meal vouchers