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Consultant], - L1 Support

4 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 [Consultant], [L1 Support]
In this role, you would be part of the Research L1 Support team. ADS is an application support team, which helps in resolving or escalating Research user issues related to Methode application. It is an L1 support project, providing 24*6 coverage to Research users across the globe. ADS team helps in resolving user’s queries related to Methode usage and triaging the issues to the relevant teams if required. In addition to providing technical support, it acts as a bridge between the research users and IT, by understanding the problem faced by the users and escalating it to the IT team. It also closely works with level 2 support team and Dev team in identifying any problem related to Methode and identifying the work around.
Responsibilities
• Fix problems on the fly (if those can be fixed by Support team)
• Escalate to L2 Teams for resolution.
• Re-route analyst team to MS Training team if that is a training issue.
• Re-route analyst team to Content Migration team if that is content transfer related matter.
• Log defects and product enhancements to Dev team using JIRA & QC tools.
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Qualifications we seek in you
Minimum Qualifications / Skills
• • Graduate/B Tech

Preferred Qualifications/ Skills
• Technical Troubleshooting skills
• Intermediate Excel hands-on experience.
• Good communications skills
• Good documentation skills
• XML/HTML
• AGILE