Genpact

Junior Technical Support Engineer – Senior Process Associate, German

Genpact

full-time

Posted on:

Location Type: Hybrid

Location: Bucharest • Romania

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Job Level

Senior

About the role

  • 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
  • Collaboration 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
  • Performance and processing of the given tasks
  • Improving knowledge in the individual products
  • Knowledge of all specified processes
  • Expand knowledge through continuous training to keep up to date on new changes or product launches
  • Take over special parts like Webshop, Knowledge center or customer portal
  • Recognize the priority of individual cases
  • Support quality through documentation and recording of cases

Requirements

  • Technical training, comparable relevant qualification, or a very good technical understanding
  • Innovative open understanding of relevant topics
  • Interested in Lean and Agile
  • High understanding of our processes
  • Open understanding of the activity in the service desk
  • Understanding of the expectations of our external and internal partners
  • Very good teamwork and communication skills
  • Diverse attitude towards all employees and open communication culture
  • International networking with all service desk colleagues
  • Mastering and promoting company values
  • Fluent in English and German, both verbal and written
Benefits
  • Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
  • Make an impact – Drive change for global enterprises and solve business challenges that matter
  • Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities
  • Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical knowledgeKPI implementationcontinuous improvementCRM system documentationlean managementAgile methodologyprocess complianceproduct knowledgeticket processingcustomer support
Soft Skills
customer satisfactionteamworkcommunicationcollaborationopen understandingdiverse attitudenetworkinginnovationproblem recognitioninternal stakeholder engagement
Certifications
technical trainingrelevant qualification