IT Support – Process Associate – Spanish – Remote Portugal

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Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date;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 schedules with colleagues flexibly, according to business needs. Shifts are rotating based on the following:
Monday to Sunday split in shifts covering from 00:00 to 24:00

Requirements
Minimum qualifications
Very good knowledge of Spanish, Portuguese and English Language.
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?
Attractive salary;
Stable job offers - employment contract
Work in a multicultural and diverse environment with employees from over 30 countries
Genpact supports language courses, professional trainings and great career development opportunities
Free access to our award-winning learning platform
Benefits such as Private Medical Package, Meal Vouchers or Access to wellness programs"