Senior Associate, Web Support

7 days ago

Hyderabad, India Genpact Full time

Job Description Inviting applications for the role of Senior Associate, Web Support In this role, you will assist end users in transitioning to a unified website, consolidating various platforms currently in use. This will allow users to access all platforms with a single login. The support includes addressing issues such as login problems, updates, role creation, edits, deletions, permission management, and more. Responsibilities - Answering general inquiries: Responding to customer questions about Website, Onboarding, Login, Product and Service - Guiding customers on how to purchase, renew, reset password, change in billing and shipping address, assisting in purchasing products, adding products to the cart, check out issues, sending proforma invoices - Providing guidance on knowledge base: Assisting customers with creating and managing knowledge articles, including how to search for and share relevant information with customers. - Troubleshooting basic issues: Check out, CC payments, account registration, adding aircraft tails and avionics - Offering guidance on entitlements and SLAs: Assisting customers with setting up and managing entitlement processes, service level agreements (SLAs), and milestones within Salesforce Service Cloud. - Resolving user access issues: Assisting customers with user access problems, such as granting or revoking user permissions, troubleshooting permission-related errors, or managing user roles - Ensuring customer satisfaction: Ensuring that customers are satisfied with the support provided, following up on any unresolved issues, and seeking feedback to improve the overall support experience. Qualifications we seek in you Minimum Qualifications / Skills - Graduate (Any stream) - Experienced - Support Experience - University graduate - SFDC, SAP, JIRA (a plus) Preferred Qualifications/ Skills - Any Graduate - Order Management - Excel, SFDC, JIRA application knowledge - - - - - -

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