IT Support – Process Associate – Spanish – Remote Portugal Lisboa

Overview

IT Support – Process Associate – Spanish – Remote Portugal (CPG060430). We are inviting applications for the role of IT Support – Process Associate – Spanish – Remote EMEA. We are looking for a colleague with a good level of Spanish (C1), Portuguese (C1) and English (B2) and a passion for finding a solution for customers’ tech problems.

Ready to build with AI? Genpact delivers AI and digital solutions to help global enterprises work smarter, grow faster, and transform at scale. Get to know us at genpact.com and on Linked
In, X, You
Tube, and Facebook.

Responsibilities

• Provide support via phone, chat, and
  - mails, translating them into the appropriate language based on customer requirements, as per service levels and priority established by the team leader.
• Fix IT issues according to Standard Operating Procedures (SOP) and process trainings, and document all cases with an accurate description of troubleshooting steps followed.
• Inform the process trainers and the management team whenever information in an SOP is identified as
  -
  - date.
• Provide the right Customer Experience and flag to trainers/management whenever additional support or knowledge is required.
• Arrange working schedules with colleagues flexibly according to business needs. Shifts are rotating, covering Monday to Sunday from 00:00 to 24:00.

Qualifications

• Minimum qualifications:
• Very good knowledge of Spanish, Portuguese and English language.
• Basic understanding of computer systems, mobile devices, and other tech products.
• Good MS Office Suite knowledge (Word, Excel, Outlook, etc. ).
• Analytical thinking and
  - starter.
• Good interaction skills and collaborative approach.
• Preferred qualifications:
• Client management expertise.
• High motivation and ability to learn; eagerness to invest in personal growth.
• Flexibility to change shifts based on urgent process requirements.

Why join Genpact

• Lead AI-first transformation – Build and scale AI solutions that redefine industries.
• Make an impact – Drive change for global enterprises and solve business challenges that matter.
• Accelerate your career—Gain
  - on experience,
  - class training, mentorship, and AI certifications to advance your skills.
• Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic,
  - moving workplace.
• Committed to ethical AI – Governance, transparency, and security are at the core of everything we build.
• Thrive in a
  - driven culture – Courage, curiosity, and incisiveness, built on integrity and inclusion, fuel progress.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Furthermore, Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a -"starter kit, -" paying to apply, or purchasing equipment or training.