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With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.
We are inviting applications for the role of Server Hardware Support – Senior Process Associate - French!

Responsibilities

  • Answer phone calls and queries in the mentioned languages on a priority established by the team leader;
  • Adhere to Contractual Metrics as well as to client's defined procedures and company policies
  • Utilize laboratory resources to walkthrough customers and verifying symptoms for Technical issues
  • Ensure information management between Customer database EIM and Depot database SMT (Support Management Tool) or DMS (Depot Management System)
  • Create Individual case management based on client agreement
  • Ensure required information is entered into central database pertaining to customer enquiries.
  • Gather necessary information (e.g. troubleshooting details, product markings, contact information, etc.), completes documentation of all cases, with accurate description of all troubleshooting steps followed, work around applied or provides suggestion or solution to the customer.
  • Understand and use escalation paths within local and worldwide technical support teams
  • Perform technical troubleshooting according to the Standard Operating Procedures (SOP) and process trainings;
  • Create FAQs for inclusion in the Customer knowledgebase or posting externally to assist with customer education or internal support for contact center agents.
  • Share with all team members any knowledge obtained through customer interaction; this activity is completed through the creation of a new SOP, that will be reviewed and signed off by the process trainer and client (Customer) and saved in the knowledgebase.
  • Assist the process trainer(s) and the management team with any requests or requirements formulated – daily/weekly reports or tasks;
  • 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) on a monthly basis;
  • Assist the process trainer(s) and the management team in the update process of any process related SOPs.

Qualifications

Minimum qualifications

  • Good Technical Knowledge – of hardware and servers - and familiar with troubleshooting issues with servers including but not limited to server compatibility, server & chassis management, RAID management. High level familiarity with processor technology, memory technology, DDr3/4, remote management, diagnostics tools, firmware updates and other server related concepts
  • Linux/UNIX/Windows servers high level knowledge will be a plus
  • Proficient in MS Office (Word, Excel, PowerPoint) Windows
  • Troubleshooting Ability – Proven skills in troubleshooting complex technical problems;
  • Demonstrated Ability to research solutions and prepare SOPs for new technical problems;
  • Previous similar work experience.

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.

We are Genpact.

Genpact (NYSE: G) is a global professional services firm that makes business transformation real. Led by our purpose -- the relentless pursuit of a world that works better for people -- we drive digital-led innovation and digitally-enabled intelligent operations for our clients, guided by our experience reinventing and running thousands of processes for hundreds of clients, many of them Global Fortune 500 companies. We think with design, dream in digital, and solve problems with data and analytics. Combining our expertise in end-to-end operations and our AI-based platform, Genpact Cora, we focus on the details – all 90,000+ of us. From New York to New Delhi and more than 30 countries in between, we connect every dot, reimagine every process, and reinvent the ways companies work – because transformation happens here.

Get to know us at Genpact.com and on LinkedIn, Twitter, YouTube, and Facebook.

Genpact in Romania

We were ranked #1 among the Top Best Employers 2019 in the BPO category. With more than 4,000 employees in our Cluj-Napoca and Bucharest offices, we take pride in being the largest employer and talent developer in the business services industry. Our service portfolio includes eight large domains: Finance and Accounting, Order to Cash, Record to Report, Procurement and Supply Chain, Sales Operations, IT Services, Customer Services, and SOX Compliance.

A constantly growing company

In Romania, Genpact is on the lookout for high-potential talent to join our growing teams in the cities we currently operate in – Bucharest and Cluj-Napoca. Our diverse teams include foreign-language speakers in a variety of roles, such as Accounts Payable, Accounts Receivable, General Ledger, Customer Support, IT Support, Procurement, and Order Management.

Why Genpact?

We’re committed to a relentless pursuit of a world that works better for people. And our entrepreneurial, inclusive culture gives our people the freedom and autonomy to experiment fearlessly, seize opportunities, and push boundaries to turn visions into realities by combining deep domain expertise with diverse perspectives. We’re looking for thinkers and do-ers. People with a natural curiosity, a hunger to keep learning, keep growing.

We believe our people are our greatest assets. Not only do we offer our workforce a flexible work-life balance but also a work-from-anywhere model. We empower our employees to upskill themselves for their current roles and their future career aspirations with Genome, our industry-leading internal learning platform. We also leverage our talent transformation initiative, TalentMatch, to match individual skills and job aspirations with existing and future job opportunities within the company.

Work from the office, home, or just about anywhere

As the world emerges from the storm, we’ve reimagined and redesigned our business model into a hybrid one that allows our employees to work from anywhere within the geographies we operate in while we make use of our offices as spaces for social interaction and collaboration.

In Bucharest, our office is located in the Hermes Business Park, a mere 300 m from the Pipera subway station. The entire building has been designed to keep our people engaged and efficient, with cozy lounges and social areas spread throughout, including 6 state-of-the-art relaxation rooms, 400 parking places, bicycle parking with showers and a kindergarten.

In Cluj, the Genpact office is located in the Riviera Business Center One & United Business Center near the Iulius Mall and has 4.200 sqm, 4 floors, 4 cafeterias, and 2 relaxation rooms.

Interested? Find out more at careers.genpact.com