IT Support – Process Associate - Dutch – Remote Romania *

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 documenting 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Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date;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 Friday split in 3 shifts covering from 8:00 to 20:00 EET

0-2 months post-hiring:
Multiple trainings (core-load, process specific, Customer Service Excellence)
Getting familiar with the company internal culture
Shadowing the end-to-end accounts operations to understand the process
1-6 months post-hiring:
Involve more into our learning platform, become familiar with Lean Six Sigma methodology by getting Lean Train and Tested
Successfully completing the training plan and passing the process knowledge test (PKT)
Be an active part of our operations team by joining the production
Post 6 months post-hiring:
Possibility to shadow other processes
Start your career path drawing, mentored by your direct supervisor and our trainers

Minimum Qualifications

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

What can we offer?
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