.It Support Process Associate Portuguese (Remote) It Support Process Associate Portuguese | Genpact |Portugal With a startup spirit and 115,000+ curious and courageous minds, wehave the expertise to go deep with the world's biggest brands—and wehave fun doing it. We dream in digital, dare in reality, and reinvent the... Login to continue With a startup spirit and 115,000+ curious and courageous minds, wehave the expertise to go deep with the world's biggest brands—and wehave fun doing it. We dream in digital, dare in reality, and reinvent theways companies work to make an impact far bigger than just our bottom line.We're harnessing the power of technology and humanity to createmeaningful transformation that moves us forward in our pursuit of a worldthat works better for people. Now, we're calling upon the thinkers anddoers, those with a natural curiosity and a hunger to keep learning, keepgrowing., People who thrive on fearlessly experimenting, seizingopportunities, and pushing boundaries to turn our vision into reality. Andas you help us create a better world, we will help you build your ownintellectual firepower. Welcome to the relentless pursuit of better.Inviting applications for the role of IT Support – Process Associate– Portuguese – Remote PortugalWe are looking for a colleague with a good level of Portuguese (C1),Spanish (C1) and English (B2) and a passion for finding a solution forcustomers' tech problems.ResponsibilitiesProvide support via phone/chat/e-mails, translating them into theappropriate language, depending on customer requirements, as per theservice levels agreed in terms of response time, on a priority establishedby the team leader; Fix IT issues according to the Standard Operating Procedures (SOP) andprocess trainings and documenting all cases, with accurate description ofall troubleshooting steps followed; Inform the process trainers and the management team whenever theinformation in an SOP is identified as out-of-date; Provide the right Customer Experience and flag to trainers/managementwhenever additional support/knowledge is requiredArrange working schedules with colleagues flexibly, according to businessneeds. Shifts are rotating based on the following:Monday to Sunday split in 5 shifts covering from 00:00 to24:00RequirementsMinimum qualifications Very good knowledge of Portuguese, Spanish and EnglishLanguage. Basic understanding computer systems, mobile devices and other techproducts Good MS Office Suite knowledge (MS Word, MS Excel, Outlook,etc.) Analytical thinking and self-starter. Good interaction skills Collaborative approachPreferred qualifications Client management expertise
