IT Support level 1 with Spanish

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Employer: Genpact
Domain:
  • Engineering
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 15.08.2018
    Short company description

    Requirements

    What are we looking for?

    An advanced Spanish and English level is mandatory and you will also need a good level of English to do the job right.
    You will work as part of a large and friendly team so it’s important to be a team player.
    We like customer management skills as well as a keen eye for details and problem solving attitude.
    And we will value your willingness to learn!

    Requirements:
    •Very good PC knowledge

    •University graduate (technical profile - advantage)

    •Self-motivated with ability to work both independently and as part of a team;
    •Problem solving attitude and client oriented;
    •Ability to handle client on one-on-one basis, via e-mails and calls;
    •Patience, empathy, diligence;
    •Responsible, mature and punctual behavior;

    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
    •Attending training sessions;
    •Arranging working schedule with colleagues flexibly, according to business needs.
    •Successfully completing the training plan and passing the process knowledge test (PKT) on a monthly basis;
    •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    •Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date;

    Job description:

    How about being the single point of contact in IT matters, for your client? Be it phone, chat, e-mail or ticketing platforms your support is highly valued and appreciated! You will learn how to work in a virtual environment, interacting with colleagues and clients all over the globe.
    How can you make a difference? Understand your customer’s needs and exceed its expectations with a friendly and can-do attitude.
    • Providing support for user requests around hardware, software, network and service issues
    • Coordinate incident resolutions with Level 2 and Level 3 staff
    • Logging and keeping records of user queries