Junior Technical Remote Support Engineer – Senior Process Associate-German-

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 Junior Technical Remote Support Engineer – Senior Process Associate-German-Hybrid Wroclaw
The Junior Technical Remote Support Engineer will be responsible to manage mainly 1st level technical support for diverse software and hardware product portfolio for medical devices environments all over EMEA region. The employee will work closely with the 2nd and 3rd level support to ensure utmost customer satisfaction.

Responsibilities

• 1st level/entry level support for medical devices, application and interfaces (phone and e-mail)
• Documenting and processing specific product group complaints and forwarding them to the 2nd level support
• Answering 1st level user questions
• Adhering to organization and department policies, quality procedures and protocols
• Ensuring all relevant processes are performed per internal SOPs
• 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

Qualifications we seek in you!

Minimum Qualifications

• Technical background or proven successful working experience in IT/support
• Experience with medical devices would be considered as advantage
• High customer and service orientation
• Strong communication and de-escalation skills
• Solution orientation and analytical skills
• Creative and proactive mindset paired with team spirit
• Solid IT and technical understanding
• Ability to analyze and understand complex software application – workflow – hardware and integration requests
• Stress resistant and resilient
• Any additional languages would be considered as an advantage

Languages

• Fluent in English and German, both verbal and written

Shift Requirement

• Regular business hours / Weekends / Night shift

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

• 1st level/entry level support for medical devices, application and interfaces (phone and e-mail)
• Documenting and processing specific product group complaints and forwarding them to the 2nd level support
• Answering 1st level user questions
• Adhering to organization and department policies, quality procedures and protocols
• Ensuring all relevant processes are performed per internal SOPs
• 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 case