L2 Technical Support Specialist

• Technical background with hands-on experience supporting devices, machinery, or equipment
• Strong troubleshooting skills and a proactive approach to resolving technical issues.
• Previous experience in a similar role
• Ability to work flexible hours, including on-call shifts as needed.
• Proficiency in CRM and ticketing systems.
• Excellent communication skills and ability to collaborate across departments.
• Fluency in English at C1 level and proficiency in one of the following languages at C1 level: French, Spanish, or Italian.

• Respond to and resolve complex technical inquiries from Level 1 Support, service partners, and field technicians.
• Provide hotline support outside core business hours, following the schedule established by the team lead.
• Assist Level 1 support by analyzing and addressing issues escalated through support tickets.
• Collaborate with Level 3 technical services teams, including Quality Assurance, Product Development, and specialist groups, to resolve advanced cases.
• Ensure adherence to and improvement of business performance metrics within the scope of technical support.
• Contribute to the enhancement of internal processes, documentation, and service protocols.
• Maintain hotline coverage as per the team schedule, including early and late shifts, weekends, holidays, and on-call duties.
• Manage task queues independently, prioritizing tasks according to urgency and scope.
• Support the remote team with technical guidance and assist with software rollouts and digital commissioning tasks.
• Facilitate clear communication with customers, partners, and stakeholders, ensuring timely updates and resolutions.
• Participate in cross-functional projects involving teams such as Sales and Quality.
• Document technical cases, escalating to Product Subject Matter Experts (SMEs) and R&D when required.
• Follow guidance and meet requirements as defined by the team lead.
• Contribute to improving the solution rate at Level 2 and support Level 1 staff with ongoing training, empowering them to handle more complex issues independently.
• Expand technical knowledge through continuous training, staying current on product updates and new releases.
• Mentor teammates in L1 and L2, encouraging skill development and involvement in special projects.
• Achieve key business metrics, proactively suggest improvements to new tools and systems.
• Complete all mandatory training by designated deadlines.

We are Genpact

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Genpact in Romania

With more than 4,000 employees in our Bucharest, Cluj-Napoca and Iași offices, we take pride in being the largest employer and talent developer in the business services industry. Our service portfolio includes eight domains: Finance and Accounting, Order Management, Procurement and Supply Chain, Sales Operations, IT Services, Customer Services, SOX Compliance and Trust and Safety.

Awards in 2024

Genpact was recognized as the Top Digital Transformation Services Provider at the Romanian Business Services Forum & Awards for its innovative digital solutions that have made a significant impact across various industries. Adding to this achievement, we have also been named “Brand of the Year” in the Business Services sector in Romania at the same industry event.

In the talent landscape, Genpact Romania stands out in the "Top employers to work for in 2024" ranking by Undelucram.ro, achieving an impressive #6 position in the Services industry. Another study conducted by Catalyst Solutions in 2023 has positioned Genpact in the top 100 most desired employers in Romania, where we have secured a #3 rank in the industry.

Genpact was honored with the "Impact in the Community" award at the 2024 PIN Awards Gala in Iași, recognizing our dedication to learning and growth through a series of impactful events. Since November 2023, we have engaged over 350 participants from the vibrant local community through NGO events, local IT community gatherings, workshops for students, and more in our collaboration hub.

A constantly growing company

Genpact is on the lookout for high-potential talent to join our growing teams in Bucharest, Cluj-Napoca and Iasi, or through our work from anywhere model. We offer our workforce a flexible work-life balance and enable them to work from the office, at home, or just about anywhere. 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, Order Management, Ad Moderation and Content Moderation.

Why Genpact?

We’re committed to the relentless pursuit of a world that works better for people. 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 and keep growing.

We offer our workforce flexible work-life balance and 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, Talent Match, 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

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-Napoca, the Genpact office is located in the Riviera Business Center One, and has 4 floors, 4 cafeterias, and 2 relaxation rooms.

In Iași, we are in the heart of the city in the United Business Center 5. Our unique collaboration hub serves as a thriving workspace and meeting point for clients and employees working in remote capacities. This one-of-a-kind hub facilitates networking, workshops and events, fostering an environment of knowledge exchange and innovation.

Interested? Find out more at www.careers.genpact.com.