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Technical Associate

2 months ago

Noida, India Genpact Full time

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 Technical Associate - L1/L2 Support

Should have excellent written/ verbal communication skills (English business communication).

Excellent email etiquettes & documentation writing skills

Should have experience of working with users outside India

Ability to adapt & implement technical/process level changes.

Should have excellent problem-solving capability and technical aptitude to resolve incidents.

Should have worked on Service Now or similar ticketing system

Eye for detail and good business acumen.

Understanding of L1/L2 SupportOperations

Comprehend the issue, search on Knowledge Management Tool, and communicate/narrate effectively.

Client centric mindset and passionate about client satisfaction; goes extra mile to attain customer delight. Is able tomaintain and achieve highest Quality standards in Support Operations.

Working knowledge of Incident & Request Management, should understand ITIL framework and related processes

Flexible with rotational shifts and open to work in 24X7 Support Operations.

Intermediate skills in Microsoft excel skills; complex formulas, pivot tables and look ups etc. 

Understanding of RDBMS concepts, SQL knowledge and is able to construct basic SQL queries.

Exposure to Tableau visualizations and administration would be considered a plus

Understanding of ETL tools like Alteryx would be plus

Knowledge on AWS fundamentals would be a plus

Must be hands on with strong interest and familiarity on broad spectrum of technologies like Windows OS, networks, application servers, databases

Responsibilities

As part of the Level 1 Support team, candidate will be required to

Should be able to grasp the product knowledge and work in rotational shifts

First point of contact for customer emails & cases generated by clients/case teams related to the supported applications

Request and Incident Management – Triage incoming requests and assign to relevant Support Levels utilizing the documentations. Ensure that all requests and incidents are responded within the time specified by the Service Level Agreements. 

Document & add new issues/solutions to Knowledge Management Repository.

Use of soft skills - Listening, Empathy, Courtesy, Client Centricity etc.

Utilize professional techniques to retain & for customer delight

Provide quality service & resolve concerns efficiently & effectively

Interact extensively (verbal & written) with global teams & users via emails/Slack/Call

Take part in knowledge training sessions and collaborate & communicate proactively

Perform Data Modelling, Transformation, and validation with high quality output

Understand the product/s to effectively troubleshoot incidents.

Proactively identify opportunities for improvement and work with the Team to implement them.

Perform UAT testing for the products and raise bugs to the product teams via set channels

Qualifications we seek in you

Minimum Qualifications

Understanding of Networking & Infra setup.

Ability to logical analyze issues and eliminate cause to zero in on the root cause.

Understanding of ITIL framework and foundational concepts

Intermediate Microsoft excel (Formula) skills.

Possess SQL knowledge and able to construct basic SQL queries.

Exposure to Tableau visualizations and administration would be considered a plus

Understanding of ETL tools like Alteryx would be plus

Knowledge on AWS fundamentals would be a plus

Must be hands on with strong interest and familiarity on broad spectrum of technologies like Windows OS, network, application servers, SQL databases

Preferred Qualifications/ Skills

Bachelor's / Master's degree in computer science engineering/technology)

Technical certifications would be an added advantage