Technical Support Executive - Voice / Blended

Genpact

Noida

Not disclosed

Work from Office

Full Time

Freshers can apply

Job Details

Job Description

Technical Associate - L1/L2 Support

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.

Inviting applications for the role of Technical Associate - L1/L2 Support

· Should have excellent written/ verbal communication skills (English business communication).

· Excellent email etiquettes & documentation writing skills

· Should have experience of working with users outside India

· Ability to adapt & implement technical/process level changes.

· Should have excellent problem-solving capability and technical aptitude to resolve incidents.

· Should have worked on Service Now or similar ticketing system

· Eye for detail and good business acumen.

· Understanding of L1/L2 Support Operations

· Comprehend the issue, search on Knowledge Management Tool, and communicate/narrate effectively.

· Client centric mindset and passionate about client satisfaction; goes extra mile to attain customer delight. Is able to maintain and achieve highest Quality standards in Support Operations.

· Working knowledge of Incident & Request Management, should understand ITIL framework and related processes

· Flexible with rotational shifts and open to work in 24X7 Support Operations.

· Intermediate skills in Microsoft excel skills; complex formulas, pivot tables and look ups etc.

· Understanding of RDBMS concepts, SQL knowledge and is able to construct basic SQL queries.

· Exposure to Tableau visualizations and administration would be considered a plus

· Understanding of ETL tools like Alteryx would be plus

· Knowledge on AWS fundamentals would be a plus

· Must be hands on with strong interest and familiarity on broad spectrum of technologies like Windows OS, networks, application servers, databases

Responsibilities

As part of the Level 1 Support team, candidate will be required to

· Should be able to grasp the product knowledge and work in rotational shifts

· First point of contact for customer emails & cases generated by clients/case teams related to the supported applications

· Request and Incident Management – Triage incoming requests and assign to relevant Support Levels utilizing the documentations. Ensure that all requests and incidents are responded within the time specified by the Service Level Agreements.

· Document & add new issues/solutions to Knowledge Management Repository.

· Use of soft skills - Listening, Empathy, Courtesy, Client Centricity etc.

· Utilize professional techniques to retain & for customer delight

· Provide quality service & resolve concerns efficiently & effectively

· Interact extensively (verbal & written) with global teams & users via emails/Slack/Call

· Take part in knowledge training sessions and collaborate & communicate proactively

· Perform Data Modelling, Transformation, and validation with high quality output

· Understand the product/s to effectively troubleshoot incidents.

· Proactively identify opportunities for improvement and work with the Team to implement them.

· Perform UAT testing for the products and raise bugs to the product teams via set channels

Qualifications we seek in you!

Minimum Qualifications

· Understanding of Networking & Infra setup.

· Ability to logical analyze issues and eliminate cause to zero in on the root cause.

· Understanding of ITIL framework and foundational concepts

· Intermediate Microsoft excel (Formula) skills.

· Possess SQL knowledge and able to construct basic SQL queries.

· Exposure to Tableau visualizations and administration would be considered a plus

· Understanding of ETL tools like Alteryx would be plus

· Knowledge on AWS fundamentals would be a plus

· Must be hands on with strong interest and familiarity on broad spectrum of technologies like Windows OS, network, application servers, SQL databases

Preferred Qualifications/ Skills

  • Bachelor's / Master's degree in computer science engineering/technology)

· Technical certifications would be an added advantage

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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com . Follow us on Twitter , Facebook , LinkedIn , and YouTube .

Furthermore, please do note that 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 .

Job role

Work location

Noida

Department

IT & Information Security

Role / Category

IT Support

Employment type

Full Time

Shift

Day Shift

Job requirements

Experience

Any experience

About company

Name

Genpact

Job posted by Genpact

This job has expired

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