Consultant –Application Support L1
Genpact
- Noida, Uttar Pradesh
- Permanent
- Full-time
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 work-around; keep team members and team lead aware of changes. Build, develop & maintain updated user self-help documentation and quick reference guides for frequently asked questions about the application.
- Enable the users to handle activities on their own.
Minimum Qualifications / Skills
- Bachelor's/Graduation/Equivalent Preferred qualifications
- Ability to deal with ambiguity and define approaches to bring unfocused issues to resolution.
- Excellent customer-facing 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.
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.