Genpact jobs - Technical Associate

Job Description

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the worldu2019s biggest brandsu2014and we have fun doing it. Now, weu2019re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.

Inviting applications for the role of Technical Associate u2013 L1.5 Support

Responsibilities

• Providing initial remote technical software & hardware support to clients
• Consistently interacting with customer and supervisors to have the issue solved
• Analyzing problems/situations, understanding problem impact on client business
• Applying problem solving techniques
• Responding to client queries, providing timely resolutions to client issues
• Maintaining the highest client happiness
• Maintaining positive client relationships even in severe situations
• Logging all related activities for each customer query and handling client data securely
• Respond to requests for technical assistance in person, via phone, electronically
• Follow service desk procedures
• Performing problem management and end-to-end problem ownership
• Identify and bring up situations requiring urgent attention
• Make sure the process conformity and SLAs are accomplished.
  

Qualifications we seek in you!

Minimum Qualifications

• Minimum of a Bachelor's degree in related field Preferably in Computer Science, Information Systems, or related field.
  

Preferred Qualification

Customer management, Team management, Good Interpersonal and Communication skills, Detail Oriented, Problem solving and Analytical ability, Reasoning skills, Work Under Stress in multiple time zones.

• Must have a technology and service desk background
• Multitasking skills.
• Confirmed work experience as operations supervisor
• In-depth knowledge of performance metrics
• Experience/understanding of ITIL methodology
  

Preferred Skills

• Proven work experience as a team leader or supervisor
• In-depth knowledge of performance metrics
• Niche know how on Databases, Windows, Network, Active Directory, Virtualization
• Customer facing experience