Praca obsługa klienta/call center Wrocław

Opis oferty pracy

Inviting applications for the role of L1 Technical Support Engineer with German

Hybrid model work - Wrocław

As part of our Technical Services Department, the Technical Support Engineer is in charge of:

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

Responsibilities:

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
Travel requirements: Less than 10%
Shift Requirement: Regular business hours


We offer:

Attractive salary
Stable job offers - employment contract
Work in a multicultural and diverse environment with employees from over 30 countries
Genpact supports professional training and great career development opportunities
Free access to our award-winning learning platform
Benefits such as Insurance, medical care, and additional vacation days


As an Equal Opportunity Employer – we encourage you to apply to this opening position(s) with your preferred CV format. Please note that Genpact does not impose any CV format nor do we require you to enclose, a photograph to your CV as part of the application process. It is the candidate’s absolute discretion if he/she chooses to upload a CV with or without a photograph enclosed. Kindly please see our Privacy Notice for Employment Candidates: http://www.genpact.com/about-us/privacy-notice-for-employment-candidates

Seniority Level
Associate

Industry
Business Consulting and Services
Employment Type
Full-time

Job Functions
Customer Service
Skills

CooperationGermanCustomer ServiceCustomer Satisfaction