Process Associate

1 week ago

Metro Manila, Philippines Genpact Services LLC Full time

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], [Customer Care]
In this role, you will be responsible in handling and assisting the business’ customers. You are expected to support the users about their basic IT requirements like Password reset, account unlock, Outlook, VPN,  peripheral issues, Service Now and other business applications.
Responsibilities
•    Provide 24X7 Service Desk Support in English language
•    Contact channels through which end users can request for support is email, phone, mobile app, chat (including virtual assistance) & self service
•    Provide incident & request management as per the IT Infrastructure Library (ITIL) framework.
•    Service Provider shall staff a single point of contact for internal The account end users, through a US, central telephone number capable of routing callers to the appropriate Service Provider Personnel in the most efficient manner practicable.
•    Recording incidents and service request in an The account owned, managed and licensed ticketing system which is ServiceNow.
•    Performing call prioritization and regularly (as directed by The account and upon any subsequent request from an end user) informing end users of ticket status.
•    Monitoring queues for incidents or service requests that require resolution.
•    Providing end users with a ticket reference number associated with such issue until such end users agree such ticket is resolved.
•    If needed, transferring the ticket per The account-approved escalation criteria and procedures to another Service Provider support group (e.g., IT Systems support) or another third party (if allowed pursuant to The account-approved procedures).
•    If unresolved within The account-specified and approved timeframe, transferring tickets to a higher level of support (e.g., level 2).
•    On receipt of a support request, a ticket is raised in ServiceNow and triaged by the support agent. The agent will attempt to troubleshoot the issue following SOPs, if required over a Bomgar remote session. They will invite L2/L3 support in the same session to get the issue resolved, as needed.
•    Performing first call troubleshooting and resolution (“FCR”) of incidents, including password resets, e-mail, office productivity tools, logon issues, printing, Wi-Fi issues, mobile devices, custom applications (including complying with The account provided scripts) and other first call resolution issues
•    Maintaining single point of accountability for the resolution of the incident even if support is performed by a third party.
•    Defining a methodology for interfacing with The account level 2 and 3 support teams or external teams required to resolve an issue or provide a workaround
•    Ensuring Service Desk personnel possess the appropriate skills and qualifications to provide technical Service Desk Services, including effective oral and written communication skills and a customer-focused attitude (i.e., correct, polite, helpful, understanding, clear and understandable language speaking, listening and writing skills).
•    Ensuring Service Desk Service Provider Personnel have adequate training and documentation to stay current on new products, Services, Equipment, Software, and technologies used by The account.
Qualifications we seek in you
Minimum Qualifications
• High School Graduate
•  Year IT service desk experience in a Technical Troubleshooting function or the equivalent. 
Preferred Qualifications/ Skills
• Strong attention to details.
• Technical background is required. 
• Logical thinker.
• Hardware and Networking Support experience is preferred.
• Technical background is required.
• Ability do deal with difficult callers.
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. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
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.  

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