IT Support - Process Associate - Spanish - Remote Portugal

Ready to build the future with AI?
At Genpact, we don't just keep up with technology-we set the pace. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges.
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what's possible, this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of IT Support - Process Associate - Spanish - Remote EMEA

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• Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date;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

Qualifications we seek in you!
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

Why join Genpact?
• Lead AI-first transformation - Build and scale AI solutions that redefine industries
• Make an impact - Drive change for global enterprises and solve business challenges that matter
• Accelerate your career-Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills
• Grow with the best - Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace
• Committed to ethical AI - Work in an environment where governance, transparency, and security are at the core of everything we build
• Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let's build tomorrow together.

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 respect and integrity, customer focus, and innovation.
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.