Process Associate

hace 1 mes

Guatemala City Genpact A tiempo completo

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ 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 Process Associate – Tech Support - Parts

Responsibilities

·The Technical Support Analyst provides primary support to customers encountering problems using the products and solutions. Responds to customer product inquiries via telephone, email .

·Facilitates inquires through systems in order to provide answers to common questions and problems.

·Resolves customer concerns raised during installation, operation, maintenance or product/service application or compatibility matters.

·Documents customer information and recurring technical issues to support product/service quality programs and product development.

·Mentor and SME for peers and other cross application teams.

·Provides customer service by applying problem solving and troubleshooting skills to assess issues and establish a course of action to guide the requestor to timely resolution of inquiries that come in via phone, webchat, email and online ticket

·Applies knowledge case resolution process, policies, case management, service level management, defect/PCR process and escalation methodology using other departments as needed

·Uses Superior customer service skills, keeping a positive, caring, can-do attitude and by keeping all appropriate parties updated to resolution, especially critical client issues

·Provides other ad hoc support and duties as assigned, including providing support for other staff functions or special projects as necessary and attends training courses as required and stays abreast of evolving internal processes and industry developments

·Acts as a Subject Matter Expert with User Workflows in their primary application as assigned (To assist in training and new hire onboarding), allowing them to effectively mentor peers and is seen as a ""go-to"" employee for product/service knowledge

·Develops a productive working relationship with Sr. TSAs; to the point they can be a backup, based on need • Functions effectively within a team environment

·Handles high stress interactions and situations and is able to de-escalate appropriately using empathy

·Ownership of skill development/ self-training

·Responds effectively to mentor/coach feedback

·Strong communication skills with peers as well as clients, both oral as well as written

·Strong customer service skills

Qualifications we seek in you

Minimum Qualifications / Skills

·Experience in Tech Support

·Basic programming knowledge

·Attention to detail

·Multitasking skill

·Ability to guide step by step

·Information retention

·Strong customer service skills

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