IT Support - Senior Process Associate - Italian - Remote RO!

at  Genpact

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 - Senior Process Associate - Italian - Remote RO!
We are looking for someone with a good level of Italian and a passion for finding a solution for customers’ tech problems.

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• Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date;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 level of Italian, min C1.
• Good level of English at least B1
• Good MS Office (especially MS Excel) knowledge.
• Analytical thinking and self-starter.
• Availability to work in shifts

Preferred 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

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. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
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
JobProcess Associate
Primary LocationRomania-Iasi
ScheduleFull-time
Education LevelHigh School Diploma/GED
Job PostingOct 9, 2024, 4:57:09 AM
Unposting DateNov 8, 2024, 12:29:00 PM
Master Skills ListOperations
Job CategoryFull Tim

• 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