Enterprise Technical Support Professional
3 days ago
Genpact is a global professional services and solutions firm driving outcomes that shape the future. Our team delivers value for clients through deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Talent Acquisition | Research, CommunicationWe are seeking a highly skilled Tier 2 Senior Triage Process Developer to join our Prod Ops teams. As a member of our team, 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 key responsibilities include:
- Providing high-quality service to clients on Tier 2 issues, including escalations to respective teams.
- Maintaining acceptable performance metrics such as quality, productivity, and attendance.
- Solving problems through logical reasoning and analysis.
- Assisting customers in case of issues and developing strong relationships.
- Staying knowledgeable about products and community standards.
- Developing strong interpersonal skills, verbal and written communication skills, and empathy.
- Resolving issues reported around bugs encountered across various platforms.
- Improving workflows and processes to increase efficiency.
- Analyzing data to improve user experience.
- Understanding and following client policies and guidelines.
- Providing Email/Chat back-office operations support, troubleshooting, resolving issues, and third-party app support/testing.
Key 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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