Technical Associate at Genpact

Are you passionate about technology and looking for an opportunity to advance your career in a dynamic and innovative environment? Genpact, a global leader in professional services, is excited to announce an opening for the position of Technical Associate. We invite talented and motivated individuals to apply and be part of our thriving team.

About Genpact

Genpact is a global professional services firm that drives digital-led innovation and digitally-enabled intelligent operations for clients. With a history spanning over two decades, we have a presence in over 30 countries and employ more than 100,000 professionals. Our commitment to excellence and innovation makes us a trusted partner for many Fortune 500 companies.

Experience in:

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 Support Operations
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 to maintain 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!

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.

How to Apply

If you are ready to take the next step in your career and join a company that values innovation and excellence, we encourage you to apply for the Technical Associate position at Genpact. To apply, please visit our career page and submit your application.

Join us at Genpact and be part of a team that is transforming businesses and making a difference globally. We look forward to welcoming you!

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