Genpact Off Campus Drive for Technical Associate – L1/L2 Support in Noida

Genpact is hiring for the post of Technical Associate – L1/L2 Support in Noida. Candidates who are looking for this opportunity can apply for this position before the last of the application. Check eligibility details and application process given below.

Company Name: Genpact

Job Location: Noida

Job Role: Technical Associate – L1/L2 Support

Experience: Freshers

Employment Type: Full Time

Selection Type: Online

Educational Qualifications: Bachelor’s/ Master’s degree

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Job Role:

• 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

Job 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

Required Qualification's:

• 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:

• Visit the official website/ click on given link below
• Fill all the application details
• Upload the updated Resume

Application Link: APPLY NOW