Process Associate

2 weeks ago

Hyderabad, India Genpact Full time

Job Description Inviting applications for the role ofProcess Associate - Service Desk L1 This role entails providing initial troubleshooting and technical assistance to end-users, ensuring prompt resolution of their technical concerns. They serve as the frontline support for addressing hardware, software, and network-related issues, delivering quality customer service and maintaining accurate documentation. Responsibilities .Assist end users through chat sessions, addressing their queries and concerns promptly. .Update and maintain the log notes in the ticketing tool to provide a comprehensive history of customer interactions. .Actively resolve tickets by selecting appropriate resolution categories in the ticketing tool. .Actively troubleshoot hardware, operating system (OS), standard office suite, and browser-related issues. .Provide hardware support for desktops, laptops, and mobile phones, offering first-level assistance for printers. .Actively troubleshoot applications and demonstrate foundational proficiency in diagnosing and resolving issues related to mobile devices. Qualifications we seek in you Minimum Qualifications .Graduate in any stream .Utilize soft skills such as active listening, demonstrating empathy, and showing courtesy to enhance customer interactions and support experiences. .Ability to speak to a non-technical audience about technical problems .Efficiently multitasks to handle multiple customer inquiries and technical issues simultaneously. Preferred Qualifications/ Skills .Good communication skills .Demonstrate proficiency in the following technical skills: .PC/Laptop .Basic Networking .Chrome, Edge & Mozilla Firefox .Operating systems .MS Office 2016 . . . . . .

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