Process Developer

hace 7 días


Guate, Guatemala Genpact A tiempo completo
Job Title: Process Developer

Genpact is a global professional services and solutions firm delivering outcomes that shape the future. Our team is driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients.

Job Summary

We are inviting applications for the role of Process Developer, Tech Support Telecom. As a Process Developer, you will be responsible for providing customer service by applying problem-solving and troubleshooting skills to assess issues and establish a course of action to guide the requestor to timely resolution of inquiries.

Key Responsibilities
  • Provides customer service by applying problem-solving and troubleshooting skills to assess issues and establish a course of action to guide the requestor to timely resolution of inquiries.
  • Applies knowledge of case resolution process, policies, case management, service level management, defect/PCR process, and escalation methodology using other departments as needed.
  • Provides other ad hoc support and duties as assigned, including providing support for other staff functions or special projects as necessary and attends training courses as required and stays abreast of evolving internal processes and industry developments.
  • Creates new users for clients – Cisco Phones - Tickets.
  • Asks what type of access the client wants in the phone.
  • Functions effectively within a team environment.
  • Handles high-stress interactions and situations and is able to de-escalate appropriately using empathy.
Qualifications

We seek candidates with the following qualifications:

  • High school diploma.
  • 90% in both spoken and written English.
  • Typing skills.
  • Communication skills.
  • Experience in tech support – Trouble shooting.
  • Knowledge in Cisco Phones.
  • Knowledge in types of internet routers.
  • Knowledge of LAN/WAN connectivity.
  • Strong customer service skills.

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