Consultant- Troubleshooting Agent
- Genpact India
- 4 to 6 Yrs
- Noida, Gurugram
- 4 years ago
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Job Description
*Consultant- Troubleshooting Agent
Function: Operations
Location: Noida, India
With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world s biggest brands and we have fun doing it. Now, we re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.
Are you the one we are looking for
Inviting applications for the role of Consultant- Troubleshooting Agent
In this role, you would be primary responsible for resolving complex technical issues for consumers, partners, clients or internal stakeholders by addressing issues assigned to them through the ticketing systems using process specifications following operating procedures.
Responsibilities
- Responsible for resolving complex technical issues for consumers, partners, clients or internal stakeholders by addressing issues assigned to them through the ticketing systems using process specifications following operating procedures
- Required to use judgement in defining solutions, investigate issues deeper before defining solutions, considerably alter existing process and methods to craft alternate solutions, or escalate highly complex and mission critical issues to SMEs or Team Lead for immediate resolution
- Accountable for closing customer inquiries regarding products/services, customers accounts and provide additional clarifications as requested by customers
- Manage and resolve production incidents. Covers system outages, job failures, system defects, data defects and end user support.
- Execute and manage day-to-day operations via ticketing tools and processes
- Establish and maintain a standardized documentation process and create missing support documentation and test scripts as required by the support team.
- Report status and metrics on a regular basis in a format approved by support Technical Leader.
- Proactively monitor the Performance & Availability of the application (production environment) at regular intervals and report any malfunctions to application owners immediately.
- Functional support
- Ensure appropriate tool is updated in accordance to SLA specifications with case notes, status updates and case closure information.
- Responsible to test the application features, should have understanding of any testing tool.
Qualifications we seek in you
Minimum qualifications
- B.E./ B.Tech/ MCA or equivalent
- Excellent written and verbal communication skills
Preferred qualifications
- Superior language and customer service mindset
- Advanced troubleshooting& scripting skills (Debugging & scripting skills required )
- Experience in Linux and AWS
- Strong understanding in Relational database concepts
- Good knowledge and work experience of SQL
- Good knowledge of New Relic tool
- Ability to analyze data.
- The ability to communicate, friendly and cultural behavior during customer contact.
- Strong customer focus
- Willingness and ability to multi-task.
- Willingness to learn the Product/Platform and associated technologies.
- Ability to be learn and apply new processes and tools.
- Technical understanding of products/services and/or ecosystem being supported.
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, client focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
,Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: IT Operations / EDP / MISFunctional Area: Not ApplicableRole/Responsibilies: Consultant- Troubleshooting AgentContact Details:
Company: Genpact IndiaLocation(s): Noida, Gurugram
Genpact India
Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
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