Consultant –Application Support L1

3 weeks ago

Pune, India Genpact Full time

Job Description Inviting applications for the role of Consultant -Application Support L1 In this role, you will be a part of the L1 support team who will take ownership of customer issues reported and see problems through to resolution Responsibilities - Take ownership of customer issues reported and see problems through to resolution. - Research, diagnose, troubleshoot, and identify solutions to resolve customer issues. - Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. - Provide prompt and accurate feedback to customers. - Ensure proper recording and closure of all issues. - Prepare accurate and timely reports. - Post patching issue, this gets more people to apply for job role resolution. Provide and document RCA & corrective actions on repetitive issues for a permanent fix, Provide Guidance and Support to other IT Team Knowledge Management processes Provide resolution notes for new issues or work-around keep team members and team lead aware of changes. Build, develop & maintain updated user self-help documentation and quick reference guides for frequently asked questions about the application. - Enable the users to handle activities on their own. Qualifications we seek in you Minimum Qualifications - Bachelor%27s/Graduation/Equivalent Preferred qualifications - Good Understanding of Salesforce platform (Admin and Code level understanding) Preferred Qualifications/ Skills - Ability to deal with ambiguity and define approaches to bring unfocused issues to resolution. - Excellent customer-facing skills that include conducting compelling technical briefing & demonstrations including critical issues, status reports, and resolving impediments. The person should have the technical capability to troubleshoot applications, implement new technologies and articulate the solutions to the customer. - Ensures project issues are raised on time and resolved at the appropriate levels. Keeps project or delivery teams informed of the overall status. - Ability to drive compliance & process adherence. - - - - - -

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