Software Engineer Support Specialist
3 days ago
At Genpact, we empower individuals to create a better world by delivering outcomes that shape the future. Our team of 125,000+ people across 30+ countries is driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. We serve leading enterprises with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Talent Acquisition | Research, CommunicationWe invite applications for the role of Tier 2 Senior Triage Process Developer. As a member of our Prod Ops teams, you will provide Tier 2 support involving chats and emails from customers/end users.
In this role, you will have hands-on experience triaging issues, auditing, analyzing, guiding, and training Tier 1/Tier 2 associates. Your responsibilities include:
- Providing prompt and efficient service to clients on Tier 2 issues, including escalations to respective teams.
- Fulfilling and maintaining acceptable performance metrics such as quality, productivity, and attendance.
- Actively seeking solutions through logical reasoning.
- Demonstrating strong problem-solving capabilities and assisting customers in case of issues.
- Becoming knowledgeable about products and community standards.
- Developing strong interpersonal skills, verbal and written communication skills, and empathy.
- Investigating and resolving issues reported around bugs encountered across various platforms.
- Identifying inefficiencies in workflows and suggesting solutions.
- Gathering, analyzing, and utilizing relevant data to develop ways to improve the overall user experience.
- Understanding and staying up-to-date with client policies and guidelines; resolving inquiries according to defined policies and procedures.
- Providing Email/Chat back-office operations support, troubleshooting, resolving issues, and third-party app support/testing.
Requirements:
- 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 and triage process experience.
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