Job expirat
Handling emails / webcases ,
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 helpdesk needs
Arranging working schedule with collegues flexibly, according to business needs
Customer centricity– Demonstrated Ability to handle irate users.
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.
- Technical Knowledge– Basic understanding of Microsoft Office, Internet Explorer,. Exposure to Technical issues arising with iOS & Blackberry devices is a plus. Aware of mainframe and Microsoft Exchange & MCSE certified / CCNA certified is a plus.
- Troubleshooting Ability– Skill to troubleshoot complex technical problems. Logical thought process. Able to troubleshoot software related issues arising with specific applications.
- Comfort with Technology– Demonstrated Ability to research solutions and prepare SOPs for new technical problems. Should have been an SME on some technology in previous role.
- Customer centricity– Demonstrated Ability to handle irate users.
- 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.
- The opportunity to build a long-term career within a stable multinational environment;
- Extensive training, locally and internationally;
- Meal tickets;
- Medical insurance;
- Life insurance;
- Bonuses based on performance;
- Dynamic, young and enthusiastic team;
Genpact is a global organization with processes in Europe providing high quality business services for various GE businesses as well as large multinational organizations.
Career impact with Genpact!
Genpact is the leading provider of Business Services & Technology Solutions worldwide. Owned jointly by General Electric, General Atlantic and Oak Hill Capital Partners, Genpact has operations centers across India, China, Hungary, Romania, the United States, Mexico, and Poland.
The Portfolio of services offered from these Global centers include: Finance & accounting, Customer Service, Supply Chain & Procurement, Sales & Marketing Analytics, Financial Services Collections/Ops, Information Technology Services, Enterprise Application Services. We are currently expending our team in Bucharest and therefore we are providing outstanding career opportunities in multiple business areas.
What makes us different is the ability to serve our worldwide clients in their own language: English, French, Italian, Spanish, Hungarian, German, Dutch, Portuguese, Swedish, Polish....you name it.
