Technical Associate - L1/L2 Support

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 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 problemsolving 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!
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
Bachelors / Masters degree in computer science engineering/technology)
Technical certifications would be an added advantage

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. For more information visit . Follow us on Twitter Facebook LinkedIn and YouTube.
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.