Desktop Support Technician - Process Associate - French - Hybrid Iasi*

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Desktop Support Technician - Process Associate - French - Hybrid Iasi*

Responsibilities:

• Attend the assigned product and process training sessions.

• Successfully pass the test given at the end of the induction training.

• Attend and complete all periodic trainings assigned in the learning platform and all trainings individually assigned by the Team Leader.

• Answer phone calls in the mentioned languages on a priority established by the Team Leader.

• Answer queries, requests, and complaints via inbound/outbound calls, 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.

• Use remote access software to troubleshoot issues reported by customers, wherever possible.

• Utilize laboratory resources to deepen hands-on product knowledge, reproduce technical issues and test new setups.

• Adhere to the client's defined processes, procedures, and company policies.

• Validate customer entitlement, warranty, and product information.

• Create or update customer contacts, as necessary.

• Manage cases (tickets) individually based on what was agreed with the respective customer.

• Perform technical troubleshooting according to the active technical articles, process trainings and internal articles.

• Gather necessary information (e.g., troubleshooting performed by the customer, product markings, contact information, etc.), complete documentation of all cases under ownership, with accurate description of all troubleshooting steps followed or suggested, workaround(s) applied or suggested, solutions or recommendations made to the customer.

• Understand and correctly use escalation paths within local and worldwide technical and non-technical support teams, mindfully providing all relevant details in the escalation notes.

• When identifying a new solution, create a clear, short article or update a pre-existing article in the client's knowledge base to facilitate internal knowledge sharing and promote self-help for customers.

• Attend the monthly case quality sessions and incorporate feedback given by the quality analyst.

• Flag any process inconsistencies or concerns to the Business Process Manager.

• Be aware of the annual goals in terms of service delivery, quality, and learning.

• Work toward meeting the team's contractual metrics.

• Assist the process trainer(s) or the management team with any additional requests or requirements formulated - one-time/daily/weekly reports or tasks.

• Suggest and implement process improvement ideas using the Lean and Six Sigma (LSS) methodology and tools.

• Successfully pass the periodic product, process, language knowledge tests given by the client, subject matter experts or management team.

• Attend the weekly/monthly team huddle/townhall/support updates meetings.

• Aid new colleagues whenever possible (e.g., shadowing, knowledge sharing).

• Flexibly arrange work schedule with colleagues, according to business needs.

• Keep up to date with company news and communications via the approved channels (e-mail, Microsoft Teams, etc.).

• Flag personal training requirements or interest over a particular domain/position to the Team Leader.

• Flag any individual needs or concerns in a timely fashion to the Team Leader.

Minimum Qualifications:

• Good verbal and written communication skills.

• Technical appetite - ready to learn more about desktop computers, with focus on processors, wireless, and motherboards.

• Comfort with technology - ability to research solutions and prepare short articles for new technical problems.

• Intermediate in Microsoft Office (Word, Excel, PowerPoint).

Preferred Qualifications:

• Experience in installation and troubleshooting of different versions of desktop Operating Systems (Windows 10/11, Linux).

• Troubleshooting ability - proven skills in troubleshooting computer issues, hardware, software, or both.

• Technical university graduate.

• Experience using Sales Force.

• Customer centric - demonstrated ability to handle difficult customers.

• Previous similar work experience:

• Self-motivated with the ability to work both independently and as part of a team.

• Problem-solving attitude and customer oriented.

• Patience, empathy, diligence.

• Responsible, mature, and punctual behavior.

• Adaptability, agility, and resilience to changes in the working environment.

• High motivation and ability to learn.

• Ability to work under time pressure.

What can we offer?

• Attractive salary.

• Stable job offers - employment contract.

• Work in a multicultural environment;

• Various trainings (initiating, soft skills).

• Possibility of development;

• Benefits (Meal Tickets, Medical Services, Insurance, additional vacation days, partner discounts).

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.