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Customer Support / Technology and IT

IT Support – Process Associate – Italian – Remote RO! Full Time

Summary:

  • Genpact is a global professional services and solutions firm delivering outcomes that shape the future.
  • We are looking for a colleague with a good level of Hungarian, Romanian, and English and a passion for finding solutions for customers’ tech problems.
  • This role involves providing IT support via phone/chat/e-mails, translating them into the appropriate language, and fixing IT issues according to Standard Operating Procedures (SOP).

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 document 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  • Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date.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 – 24/7 split in 7 shifts covering from 00:00 to 24:00.

Requirements:

  • Basic understanding of computer systems, mobile devices, and other tech products.
  • Good communication skills (Hungarian min C1, Romanian min C1, English min B2).
  • Good MS Office Suite knowledge (MS Word, MS Excel, Outlook, etc.).
  • Analytical thinking and self-starter.
  • Good interaction skills.
  • Collaborative approach.
  • Client management expertise.
  • High motivation and ability to learn, eagerness to invest in personal growth.
  • Flexibility to change shifts based on urgent process requirements.

Benefits:

  • Multi financial package (salary, meal allowance, flexible benefits).
  • Stable job offers – undetermined time-period 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.

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