Job expirat
Handling emails / web-cases;
Document cases for each incident, handle cases meeting Service Level Agreements (customer requirements), follow up case status;
Troubleshooting IT problems according to the Standard Operating Procedures and previous trainings;
Sharing knowledge case with the team;
Creating Standard Operating Procedures;
Training new associates and cross-training existing associates;
Administrative work for help desk needs;
Arranging working schedule with colleagues flexibly, according to business needs.
What are we looking for?
A good level of English to do the job right.
To provide Level 2 support to users for cases which were not resolved at Level 1.
This involves advanced troubleshooting and research for solutions.
Requirements:
Customer centricity;
Mentoring skills – Ability to mentor Level-1 agents through new and existing Standard Operating Procedures;
Learning ability – Demonstrated Ability to pick up and learn new SOPs quickly;
Communication Skills – Low-risk CTE score for the last three months standing. Ability to build rapport with users on long calls. Ability to deliver feedback to Level-1 analysts in an effective manner;
Shifts as applicable per business requirement;
English B1/B2.
Genpact is a global leader in transforming and running business processes and operations.
Our service portfolio includes finance & accounting, banking & insurance, procurement & supply chain, collections & customer service, enterprise application, IT infrastructure management and smart decision services.
Currently over 64,000 employees manage 4,700+ processes in 30+ languages, from a global network of over 70+ operation centers, in 24 countries. We cover multiple industry verticals, such as automotive, banking and finance, insurance, manufacturing, pharmaceuticals, telecommunication, transportation & logistics.
Genpact Europe is present in 4 countries, through 11 delivery centers and with a number of over 3,600 employees. We are offering services in more than 20 languages, for over 50 clients.
That's why we are known to GENerate imPACT.
