IT Support - Process Associate - Spanish - Remote Portugal

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 IT Support - Process Associate - Spanish - Remote Portugal

We are looking for a colleague with a good level of Spanish (C1), Portuguese (C1) and English (B2) and a passion for finding a solution for customers' tech problems.

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• Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date;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"

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.