Senior Triage Process Developer

3 days ago

Dublin, Dublin City, Ireland Genpact Full time

Genpact 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.

Talent Acquisition | Research, Communication

Inviting applications for the role of Tier 2 Senior Triage Process Developer.

In this role, you will be providing Tier 2 Support as Senior Triage Process Developer in Prod Ops teams involving Chats and Emails from Customers / End Users.

You will have hands-on experience on bug triaging issues and may need to audit, analyze, guide, and train the Tier 1 / Tier 2 associates as part of the role.

Responsibilities:

  • Provides prompt and efficient service to the client on Tier 2 issues including the appropriate escalations to respective teams.
  • Fulfill and maintain acceptable performance metrics such as quality, productivity, and attendance.
  • Actively seek solutions through logical reasoning.
  • Demonstrates strong problem-solving capabilities and assists customers in case of any issues.
  • Become and remain knowledgeable about products and community standards.
  • Strong interpersonal skills, verbal and written communication skills, and most importantly empathy.
  • Investigate and resolve issues that are reported around bugs encountered across various platforms.
  • Identify inefficiencies in workflows and suggest solutions.
  • Gather, analyze, and utilize relevant data to develop ways to improve the overall user experience on the site.
  • Understand and remain up to date with client policies and guidelines; resolve inquiries according to defined policies and procedures.
  • Provide Email/Chat, back-office operations support and troubleshoot, resolve issues and provide third-party app support & testing.

Minimum Qualifications / Skills:

  • Bachelor's or equivalent in computer science or related field.
  • 1-2 years 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 and can demonstrate understanding and empathy.
  • Creative problem solver with excellent troubleshooting skills.
  • Analyzing product quality and stability issues.
  • Self-driven nature with strong attention to detail and follow-through.
  • Ability to stay focused under pressure, prioritizing and managing multiple projects simultaneously in a fast-paced environment.

Technical Skills:

  • Engineering and/or hands-on programming experience.
  • Experience working with APIs, plugins, and SQL database.
  • Good to have experience with tools such as Tableau, Unidash, Scuba, Google Drive environment.
  • SDLC Knowledge and understanding.

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. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Consulting, Information Technology, and Quality Assurance

Industries

IT Services and IT Consulting, Business Consulting and Services, IT System Operations and Maintenance

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