Technical Associate \u2013 L1.5 - Remote Support

Technical Associate \u2013 L1.5 - Remote Support

Genpact
Gurgaon / Gurugram
Not Specified
Not Specified

Job Description


Job Description :
With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world\u2019s biggest brands\u2014and we have fun doing it. Now, we\u2019re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.
Inviting applications for the role of Technical Associate \u2013 L1.5 Support
Responsibilities
  • Providing initial remote technical software & hardware support to clients
  • Consistently interacting with customer and supervisors to have the issue solved
  • Analyzing problems/situations, understanding problem impact on client business
  • Applying problem solving techniques
  • Responding to client queries, providing timely resolutions to client issues
  • Maintaining the highest client happiness
  • Maintaining positive client relationships even in severe situations
  • Logging all related activities for each customer query and handling client data securely
  • Respond to requests for technical assistance in person, via phone, electronically
  • Follow service desk procedures
  • Performing problem management and end-to-end problem ownership
  • Identify and bring up situations requiring urgent attention
  • Make sure the process conformity and SLAs are accomplished.

  • Qualifications we seek in you!
    Minimum qualifications
  • Minimum of a Bachelor's degree in related field Preferably in Computer Science, Information Systems, or related field.

  • Preferred qualification
    Customer management, Team management, Good Interpersonal and Communication skills, Detail Oriented, Problem solving and Analytical ability, Reasoning skills, Work Under Stress in multiple time zones.
  • Must have a technology and service desk background
  • Multitasking skills.
  • Confirmed work experience as operations supervisor
  • In-depth knowledge of performance metrics
  • Experience/understanding of ITIL methodology

  • Preferred Skills
  • Proven work experience as a team leader or supervisor
  • In-depth knowledge of performance metrics
  • Niche know how on Databases, Windows, Network, Active Directory, Virtualization
  • Customer facing experience

  • 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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.

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