Wrocław, Wrocław, Lower Silesian Voivodeship, Polska
Genpact PL
3. 11. 2024
Informacje o stanowisku
responsibilities :
Ensuring coverage of the hotline in specified times according to the schedule created by the team lead
Early and late duty in specified times incl. weekends and holidays, as well as on-call duties
Independent takeover and processing of tasks from the queues that belong to the work area in compliance with the priorities
Support the remote team
Support with rolling out software products
Support with commissioning in the digital area (remote)
Active communication with partners and customers
Participation in projects with stakeholders such as Sales, Quality etc.
Processing of internal requests in technical matters
Processing of requests in technical matters of the partners
Create / prepare tickets for Product SMEs(Level 3)/R&D
Compliance with the requirements from the Team Lead
Achieve and contribute to the increase of the solution rate L2
Support of L1 remote support in day-to-day business and in case of problems and thus continuous training of the team to increase their skills and handover of L2 topics (shift/left)
Expand knowledge through continuous training to keep up to date on new changes or product launches
Contribute to empowering teammates in the L1 and the L2 to develop further and take on special projects
Adhere to internal/external business metrics
Utilize and provide constructive feedback on implementation of new tools and systems
Meeting deadlines for mandatory trainings
Lean thinking
Specialization in various product areas
May perform other duties as required
requirements-expected :
Technical/Mechanical engineering education or similar relevant qualification
Knowledge of customer communication
Qualifications in customer service or customer-facing organizations
Understanding of medical device business and handling of medical devices
Innovative, open minded understanding of relevant topics
Interest in Lean and Agile methodologies
Understanding of Service Desk processes
Understanding of the expectations of our external and internal partners
Very good teamwork and communication skills
International networking with all service desk colleagues
Mastery and promotion of the company values
Proficiency in German and English technical language. Other European languages are considered a plus