IT Support - Process Associate - Portuguese - Remote RO

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, keep 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 RO!

We are looking for a colleague with a good level of 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• Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date;  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 schedule 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.

Minimum requirements 

• Very good knowledge of Portuguese (min C1) and English Language (min. B2). 
• 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

Encouraged requirements  

• Client management expertise
• High motivation and ability to learn, eagerness to invest in personal growth
• Flexibility to change shifts based on urgent process requirements

What should you expect in your first 6 months with us?  

0-2 months post-hiring:

• Multiple trainings (core-load, process specific, Customer Service Excellence)
• Getting familiar with the company internal culture 
• Shadowing the end-to-end account’s operations to understand the process

1-6 months post-hiring:

• Involve more into our learning platform, become familiar with Lean Six Sigma methodology by getting Lean Train and Tested
• Successfully completing the training plan and passing the process knowledge test (PKT) 
• Be an active part of our operations team by joining the production

Post 6 months post-hiring:

• Possibility to shadow other processes 
• Start your career path drawing, mentored by your direct supervisor and our trainers

What can we offer?  

• Multi financial package (salary, meal allowance, flexible benefits) 
• Stable job offers – undetermined time-period employment contract 
• Work in a multicultural and diverse environment with employees from over 30 countries 
• Genpact supports professional trainings and great career development opportunities 
• Free access to our award-winning learning platform  
• Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts 

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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.