.IT Support Process Associate Portuguese (Remote) IT Support Process Associate Portuguese | Genpact | Portugal With a startup spirit and 115,000+ curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We're harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we're calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning and growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower. Welcome to the relentless pursuit of better. Inviting applications for the role of IT Support – Process Associate– Portuguese – Remote Portugal We are looking for a colleague with a good level of Portuguese (C1), Spanish (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 accordingto the Standard Operating Procedures (SOP) and process trainings and document all cases, with accurate descriptions 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steps followed; Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date; Provide the right Customer Experience and flag to trainers/management whenever additional support/knowledge is required; Arrange working schedules with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 5 shifts covering from 00:00 to 24:00. Requirements Minimum Qualifications Very good knowledge of Portuguese, Spanish, and English Language. Basic understanding of 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 and 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
