Lead Consultant Application Support L2

Job Description

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Lead Consultant -Application Support L2
In this role, you will be a part of the Cora 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.
. Experience on the Audit controls like ISO20, CMMI, SOC compliance
. Adequate experience on the usage of MS excel & MS Word

Qualifications we seek in you
Minimum Qualifications / Skills
. [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.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a %27starter kit,%27 paying to apply, or purchasing equipment or training.

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