L2 Technical Support Specialist
Companie Verificata
Adaugat: 3 săptămâni în urmă
GENPACT ROMANIA SRL
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Companie
:
GENPACT ROMANIA SRL
Functia Jobului
:
Servicii pentru clienti & suport
Industrie
:
IT si telecomunicatii
Locatie & Tipul Jobului
:
Bucuresti | Program Full Time
Nivel experienta
:
Nivel mediu
Vechime
:
1 an
Descriere
:
- 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.
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