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.

Inviting applications for the role of IT Support – Process Associate – German – Remote EMEA

We are looking for a colleague with a good level of Polish (C1), German (C1) and English (B2) and a passion for finding a solution for customers’ tech problems.

Responsibilities

Provide support via phone/chat/e-mails, translating them into the appropriate language, depending on customer requirements, as per the service levels agreed in terms of response time, on a priority established by the team leader;

Fix IT issues according to the Standard Operating Procedures (SOP) and process trainings and documenting all cases, with accurate description of all troubleshooting steps followed;

Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date;

Provide the right Customer Experience and flag to trainers/management whenever additional support/knowledge is required

Arrange working schedule with colleagues flexibly, according to business needs. Shifts are rotating based on the following:
Monday to Sunday split in 6 shifts covering from 00:00 to 24:00

Qualifications we seek in you
Minimum Qualifications / Skills

 Very good knowledge of Polish (min C1), German (min C1) and English Language (min. B2).
 Basic understanding computer systems, mobile devices and other tech products
 Good MS Office Suite knowledge (MS Word, MS Excel, Outlook, etc)
 Analytical thinking and self-starter.
 Good interaction skills
 Collaborative approach
Preferred Qualifications/ Skills

 Client management expertise.
 High motivation and ability to learn, eagerness to invest in personal growth;
 Flexibility to change shifts based on urgent process requirements

What should you expect in your first 6 months with us?
 0-2 months post-hiring:
Multiple trainings (core-load, process specific, Customer Service Excellence)
Getting familiar with the company internal culture
Shadowing the end-to-end account’s operations to understand the process
 1-6 months post-hiring:
Involve more into our learning platform, become familiar with Lean Six Sigma methodology by getting Lean Train and Tested
Successfully completing the training plan and passing the process knowledge test (PKT)
Be an active part of our operations team by joining the production
 Post 6 months post-hiring:
Possibility to shadow other processes
Start your career path drawing, mentored by your direct supervisor and our trainers

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 Insurance, Luxmed, Multisport Lunchpass Card, additional vacation days, biking policy

As an Equal Opportunity Employer – we encourage you to apply to this opening position(s) with your preferred CV format. Please note that Genpact does not impose any CV format nor do we require you to enclose, a photograph to your CV as part of the application process. It is the candidate’s absolute discretion if he/she chooses to upload a CV with or without a photograph enclosed. Kindly please see our Privacy Notice for Employment Candidates: http://www.genpact.com/about-us/privacy-notice-for-employment-candidates

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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.

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.