IT Server Support – Domain Trainee - English in Bucuresti

Responsibilities Be the technical expert for the Genpact support team on a mutually agreed upon set of products. This is the primary technical focal point for INTEL Product Support Engineer (PSE) supporting the designated products. Accepts Level 1 technical or non‐technical escalations. Be the primary Level 2 escalation point for the agents. All escalations will go through the SME for resolution. If it cannot be resolved it will be escalated as appropriate to Intel Level 3 Product Support Engineer. Simulates customer’s problem to deliver solution within the defined service level agreement. Serves as point of contact for INTEL Product Support Engineer (Level 3). Monitor and evaluate Agent contacts according to mutually agreed upon requirements, for adherence to quality goals in support of the products with the customers. Assists QA (QUALITY ANALYST) monitoring for contacts and case management, i.e., monitoring « x » cases per week per contact type, phone, chat, etc. Provide mentoring and technical skill training for the agents on the designated products if process trainer not available Ensures team is technically competent to date through sustained programs, training, and exams together with the process trainer. Identifies hot customer issues and develops corrective actions. Assists in generating reports specific to their products Inform Genpact management of potential quality/technical problems with individual technicians and schedule additional training if needed. Be the Voice of the Customer and Voice of the Agent for Intel. Assist the process trainer(s) and the management team with any requests or requirements formulated – daily/weekly reports or tasks. Arranging working schedules with colleagues, be flexible, according to business needs. Suggest and implement process improvement ideas using the LEAN methodology and tools. Successfully completing the License to Operate (LTO) and passing the process knowledge test (PKT) monthly. Helping new colleagues whenever possible. Assist the process trainer(s) and the management team in the update process of any process related SOPs (Standard Operating Procedures). Qualifications Minimum qualifications Technical Knowledge – Strong in-depth knowledge of hardware technology. Up to date with the latest technological developments for consumer and enthusiast products. Strong in-depth knowledge of computers and well familiar with troubleshooting issues with Processors, Graphics and Wireless. Strong Microsoft Windows knowledge. Knowledge of other operating systems is a plus. Proficient in MS Office (Word, Excel, PowerPoint). Troubleshooting Ability – Proven skills in troubleshooting complex technical problems, both hardware and software. Comfort with Technology – Demonstrated Ability to research solutions and prepare SOPs for new technical problems. Encouraged qualifications Personal culture and client management expertise. High motivation and ability to learn. Ability to work under time pressure. What can 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 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