Tier 2 Senior Triage – Senior Process Associate – English – On Site Dublin

Overview
Job Description - Tier 2 Senior Triage – Senior Process Associate – English – On Site Dublin (HMS061408)
Tier 2 Senior Triage – Senior Process Associate – English – On Site Dublin - HMS061408
Ready to shape the future of work?
At Genpact, we drive AI and digital innovation across industries.
Genpact's AI Gigafactory, our industry-first accelerator, scales advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale.
From large-scale models to agentic AI, our solutions tackle complex challenges.
If you thrive in a fast-moving, tech-driven environment, enjoy solving real-world problems, and want to be part of a team shaping the future, this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company delivering lasting value for leading enterprises globally.
Through our business knowledge, operational excellence, and cutting-edge solutions, we help companies across industries stay ahead.
Learn more at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Responsibilities
Provides prompt and efficient service on Tier 2 issues, including appropriate escalations to respective teams.
Fulfils and maintains acceptable performance metrics such as quality, productivity, and attendance.
Actively seeks solutions through logical reasoning.
Demonstrates strong problem-solving capabilities and assists customers with issues.
Becomes and remains knowledgeable about products and community standards.
Maintains strong interpersonal, verbal and written communication skills with empathy.
Investigates and resolves issues related to bugs across various platforms.
Identifies workflow inefficiencies and suggests solutions.
Gathers, analyzes, and utilizes relevant data to improve the overall user experience on the site.
Understands and stays up to date with client policies and guidelines; resolves inquiries according to defined policies and procedures.
Provides Email/Chat, back-office operations support, and third-party app support & testing.
Qualifications
Minimum Qualifications / Skills
Bachelor's or equivalent in computer science or related field.
Minimum year of experience providing Enterprise Support in a technical environment including bug reporting & triage process experience.
Preferred Qualifications / Skills
Strong analytical/coding and communication skills.
Ability to be flexible, multitask and learn in a fast-paced environment.
Customer-focused with empathy.
Creative problem solver with excellent troubleshooting skills.
Analyzing product quality and stability issues.
Self-driven with strong attention to detail and follow-through.
Ability to stay focused under pressure, prioritizing and managing multiple projects in a fast-paced environment.
Technical Skills
Engineering and/or hands-on programming experience.
Experience with APIs, plugins, and SQL databases.
Nice-to-have experience with tools such as Tableau, Unidash, Scuba, Google Drive environment.
SDLC knowledge and understanding.
Why join Genpact?
Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation.
Make an impact – Drive change for global enterprises and solve meaningful business challenges.
Accelerate your career — Hands-on experience, mentorship, and continuous learning opportunities.
Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries daily.
Thrive in a values-driven culture – Courage, curiosity, and incisiveness, built on integrity and inclusion, fueling progress.
Come join the tech shapers and growth makers at Genpact and take your career in the direction that matters: Up.
Let's build tomorrow together.
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.
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