Technical Support

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 Developer, Trust and Safety

In this role, you will be providing Tier 2 support as Senior Triage Process Developer in Prod Ops teams involving Chats and Emails from customers / end users.

You will have hands on experience on bug triaging issues and may need to audit, analyze, guide and train the Tier 1 /Tier 2 associates as part of the role.

Responsibilities

• Provides prompt and efficient service to the client on Tier 2 issues including the appropriate escalations to respective teams.

• Fulfil and maintain acceptable performance metrics such as quality, productivity, and attendance.

• Actively seek solutions through logical reasoning

• Demonstrates effective great problem-solving capabilities and assist customers in case of any issues

• Become and remain knowledgeable about products and community standards

• Great interpersonal skills, verbal and written communication skills and most importantly empathy

• Investigate and resolve issues that are reported around bugs encountered across various platforms

• Identify inefficiencies in workflows and suggest solutions

• Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site

• Understand and remain up to date with client policies and guidelines; resolve inquires according to defined policies and procedures.

• Provide Email/Chat, back-office operations support and troubleshoot, resolve issues and provide third-party app support & testing.

Qualifications we seek in you

Minimum Qualifications / Skills

• Bachelor's or equivalent in computer science or related field

• Relevant years of experience providing Enterprise Support in a technical environment including bug reporting & triage process experience

Preferred Qualifications/ Skills

• Considerable analytical/coding and communication skills

• Ability to be flexible, multitask and learn in a fast-paced environment

• Customer-focused and can demonstrate understanding and empathy

• Creative problem solver with excellent troubleshooting skills

• Analyzing product quality and stability issues

• Self-driven nature with strong attention to detail and follow-through

• Ability to stay focused under pressure, prioritizing and managing multiple projects simultaneously in a fast-paced environment

Technical Skills

• Engineering and/or hands-on programming experience

• Programming and scripting experience (PHP, Python, JavaScript)

• Experience working with APIs, plugins and SQL database

• Good to have experience with tools such as Tableau, Unidash, Scuba, Google Drive environment

• Knowledge of standard web technologies such as PHP, XHTML, CSS, JavaScript and accessibility

• Continuous Improvement mindset

• SDLC Knowledge and understanding

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 respect and integrity, customer focus, and innovation. 

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.