Senior Associate-Support Specialist

Ready to build the future with AI? At Genpact, we don’t just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.  If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.  Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead.Powered by curiosity, courage, and innovation,our teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atgenpact.comand onLinkedIn,X,YouTube, andFacebook. Inviting applications for the role of Senior Associate-Support Specialist The primaryresponsibilityistoworktogetherwiththe Client Data & Support team toprovidethehighestlevelofservicequality and support to CRM users. This roleinvolvesprovidinghands-on executionoftier 1 and tier 2 support forourusersof CRM database. This wouldbe a 18/5 rolewhichinvolvesworking in shiftsfrom 7:30 AM to 4:30 PM and 4:30 PM to 1:30 AM IST on a rotationalbasis.This individual will be a partofthe Client Service Enablement, Data & Support team, workingcloselywith a small team ofbusinessanalysts, datastewards and dataresearchers, alongwithproduct and programmanagers. Responsibilities Provide friendly and personable first and second-level support to CRM users and business teams across the globe by answering queries, providing resolution, and also managing expectations. Provide troubleshooting solutions for the CRM tool issues that affect usage. Reproduce issues in-house and respond to stakeholders in a timely manner. Analyze complex functional and technical user issues, identify problems, and develop and implement logical conclusions and effective solutions. Escalate incidents that cannot be resolved based on specified time frames to relevant team members. Identify, analyze, and document solutions to reoccurring field issues for internal communications and inclusion in support knowledgebase for Service Center triage and resolution. Strong collaboration skills and a highly motivated team player. Ability to take initiative and find ways to get things done. Qualificationsweseek in you Minimum Qualifications To be successful in this role, the individual must have following technical and functional skills: A Bachelor's university degree with demonstrated high academic achievement. Functional and technical support, query resolution, quality improvement ideally within a professional services environment. Experience with databases and tools, specifically CRM. Excellent skills in Microsoft Office 2013. MS Dynamics CRM experience is an advantage. PreferredQualifications/ Skills Strong English oral and written communication skills and be able to articulate and engage in conversations about complex technical and process related topics. Also understanding and ability to escalate an issue when resolution cannot be reached. Demonstrated ability to work independently, with clear guidelines and regular briefings and to make progress on multiple priorities simultaneously. High level of initiative, self-motivation, resourcefulness, collaboration and patience Strong organizational skills with the ability to work well under pressure and balance multiple tasks simultaneously. This is a job in a truly international environment, spread across three continents, which will require working in shifts to accommodate the different time zones of the different stakeholders. Ability to learn new technologies and processes and use your newfound expertise to support users of marketing systems. Why join Genpact? Lead AI-first transformation – Build and scale AI solutions that redefine industries  Make an impact – Drive change for global enterprises and solve business challenges that matter  Accelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills  Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace  Committed to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build  Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress  Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together.