Lead Consultant –Application Support

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 Lead Consultant–Application Support

In this role, you will be a part of the SFDC 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.

Qualifications we seek in you

Minimum Qualifications / Skills

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.

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