Technical Support Engineer, L1 – Senior Process Associate, Spanish
Genpact
full-time
Posted on:
Location Type: Hybrid
Location: Bucharest • 🇷🇴 Romania
Visit company websiteJob Level
Senior
About the role
- Manage mainly 1st level technical support for diverse software and hardware product portfolio for medical devices environments all over EMEA region
- Front and back-office support (Customer support, connection to the Level 2, support our external and internal partners)
- Using technical knowledge and tools to provide the best support to our customers
- Implement & maintain the internally specified KPIs
- Implement and participate in the promotion of continuous improvement initiatives
- Promoting customer satisfaction
- Close cooperation with Level 2
- Using predefined technical tools
- Collaborating with all internal stakeholders such as quality, sales, etc.
- Documenting and processing tickets in our CRM system
- Compliance with internal KDGs and internal/external SLAs
- Compliance with the specified processes and work instructions
- Establish lean management thinking
- Improving knowledge in the individual products
Requirements
- Technical background or proven successful working experience in IT/support
- Experience with medical devices would be considered as advantage
- High customer and service orientation
- Strong communication and de-escalation skills
- Solution orientation and analytical skills
- Fluent in Spanish and English, both verbal and written
- Innovative open understanding of relevant topics
- Very good teamwork and communication skills
- Diverse attitude towards all employees and open communication culture
Benefits
- Work at the cutting edge of AI, automation, and digital innovation
- Drive change for global enterprises and solve business challenges that matter
- Get hands-on experience, mentorship, and continuous learning opportunities
- Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
- Thrive in a values-driven culture
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportcustomer supportticket processingKPI implementationcontinuous improvementlean managementanalytical skillssolution orientation
Soft skills
customer orientationcommunication skillsde-escalation skillsteamworkcollaborationdiverse attitudeopen communication