Process Associate

Inviting applications for the role of Process 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.

Process Details

• Type: Voice Process
• Project: Australian Process

• Work Timings:

• Shift 1: Starts from 10:00 PM IST

• Shift 2: Starts from 5:00 AM IST

• Cab Facility: As per Genpact Policy and not specific to the project

• Work Model: Hybrid (3 days from office)

Work Location: Genpact, Hyderabad- Hafeezpet (Mandatory)

Role & responsibilities

• Assist end users through Phone, chat & Web tickets, 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

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.

Lets build tomorrow together.

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.

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 'starter kit,' paying to apply, or purchasing equipment or training.