Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and industry expertise to deliver disruptive business outcomes – an approach we call Lean DigitalSM. We deliver value to our clients in two ways – through digital-led, domain-enabled solutions that drive innovation, and through intelligent operations enabled by digital that design, transform and run clients’ operations.
Job Description
Dear Candidates,
Inviting applications for Mega Walk-In Drive for the role of Senior Technology Support Analyst
Date: 7th Feb 2023
Time- 12:00 PM to 3 PM
Office Address: F9P5+3FV, Hafeezpet Rd, Vinayaka Nagar, Hafeezpet, Hyderabad, Telangana 500049
Job Location: Hyderabad (Work from Office)
Kindly carry updated resume & original Aadhar Card
Preferred Qualifications/ Skills
Edu: Graduate in any field
Experience: Minimum 1Year Experience in International Technical Support Voice Process. Please note the drive is not for Freshers
Shift: US Shift ONLY
Added experience advantage:
Automotive industry experience
Experience using issue ticketing system such as SalesForce, Clarify, Remedy, or Footprints
Basic knowledge of Unix / Linux / SQL as needed for application/technology
Knowledge of Microsoft O/S and/or PC hardware, Microsoft Printing, Active X controls, or Mobile devices (Smartphones/iPads)
Should be flexible with rotational shifts.
Role:
In this role, The Associate, Technology Support Analyst provides primary support to customers encountering problems using our products and solutions. Responds to customer product inquiries via telephone, e-cases. Facilitates inquires through systems to provide answers to common questions and problems. Resolves customer concerns raised during installation, operation, maintenance or product/service application or compatibility matters. Documents customer information and recurring technical issues to support product/service quality programs and product development.
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 that come in via phone, chat, email and online ticket
Applies knowledge case resolution process, policies, case management, service level management, defect/PCR process and escalation methodology
Uses customer service skills, keeping a positive, caring, can-do attitude and by keeping all appropriate parties updated to resolution, especially critical client issues
Provides other ad hoc support and duties as assigned, to include attending training courses as required and stays abreast of evolving internal processes and industry developments
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.
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