Process Associate (Tier 2 triage specialist) English – On Site Dublin

Ready to build the future with AI
At Genpact we dont just keep up with technologywe set the pace. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges.
If you thrive in a fast-moving innovation-driven environment love building and deploying cutting-edge AI solutions and want to push the boundaries of whats possible this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay ahead. Powered by curiosity courage and innovation our teams implement data technology and AI to create tomorrow today. Get to know us at and on LinkedIn X YouTube and Facebook.

Inviting applications for the role of Process Associate (Tier 2 triage specialist) - English On Site Dublin!

In this role you will support customers in English via Chat email and other support tools.
You will play a central role in ensuring the health and stability of the customers products. Your work will help Engineering teams to rapidly understand root causes and take action to restore metrics to expected thresholds.
This role is ideal for a detail-oriented data-driven problem solver who thrives on cross-functional collaboration and continuous improvement in complex systems.
Responsibilities
Provides prompt and efficient service to the client on Tier 1-2 issues including the appropriate escalations to respective teams.
Fulfil and maintain acceptable performance metrics such as quality productivity and attendance.
Actively seek solutions through logical reasoning
Demonstrates strong problem-solving capabilities and assist customers in case of any issues
Become and remain knowledgeable about products and community standards
Strong interpersonal skills verbal and written communication skills and most importantly empathy
Investigate and resolve issues that are reported around bugs encountered across various platforms
Identify inefficiencies in workflows and suggest solutions
Gather analyze and utilize relevant data to develop ways to improve the overall user experience on the site
Understand and remain up to date with client policies and guidelines; resolve inquiries according to defined policies and procedures.
Provide Email/Chat/Tasks back-office operations support and troubleshoot resolve issues and provide third-party app support & testing.

Qualifications we seek in you!
Minimum Qualifications / Skills
Bachelors or equivalent in computer science or related field
1-2 year of experience providing Enterprise Support in a technical environment including bug reporting & triage process experience

Preferred Qualifications/ Skills
Strong analytical/coding and communication skills
Ability to be flexible multitask and learn in a fast-paced environment
Customer-focused and can demonstrate understanding and empathy
Creative problem solver with excellent troubleshooting skills
Analyzing product quality and stability issues
Self-driven nature with strong attention to detail and follow-through
Ability to stay focused under pressure prioritizing and managing multiple projects simultaneously in a fast-paced environment
Technical Skills
Engineering and/or hands-on programming experience
Programming and scripting experience (PHP Python JavaScript)
Experience working with APIs plugins and SQL database
Good to have experience with tools such as Tableau Unidash Scuba Google Drive environment
Knowledge of standard web technologies such as PHP XHTML CSS JavaScript and accessibility
Continuous Improvement mindset
SDLC Knowledge and understanding

Why join Genpact
Lead AI-first transformation Build and scale AI solutions that redefine industries
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your careerGain hands-on experience world-class training mentorship and AI certifications to advance your skills
Grow with the best Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace
Committed to ethical AI Work in an environment where governance transparency and security are at the core of everything we build
Thrive in a values-driven culture Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140000 coders tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets build tomorrow together.

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.
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.