Hybrid Junior Technical Support Engineer – Senior Process Associate, German

at Genpact

• Job title: Junior Technical Support Engineer – Senior Process Associate, German
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Bucharest, Romania

About the role

• Join Genpact as a Junior Technical Remote Support Engineer, providing technical support in a fast-paced AI environment. Collaborate with teams to drive continuous improvement and customer satisfaction.

Responsibilities

• 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