Lead Consultant âApplication Support L2
Lead Consultant âApplication Support L2
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Job Description
Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125000 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 L2!
In this role you will be a part of the Cora 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 workaround; keep team members and team lead aware of changes. Build develop & maintain updated user selfhelp documentation and quick reference guides for frequently asked questions about the application.
Enable the users to handle activities on their own.
Experience on the Audit controls like ISO20 CMMI SOC compliance
Adequate experience on the usage of MS excel & MS Word
Qualifications we seek in you!
Minimum Qualifications / Skills
Bachelors/Graduation/Equivalent Preferred qualifications
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 customerfacing 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.
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. Get to know us at and on LinkedIn X YouTube and Facebook.
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.
Required Experience:
Contract
Employment Type
Full-Time
