Senior Associate-Support Specialist

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 Senior Associate-Support SpecialistThe primary responsibility is to work together with the Client Data & Support team to provide the highest level of service quality and support to CRM users. This role involves providing hands-on execution of tier 1 and tier 2 support for our users of CRM database. This would be a 18/5 role which involves working in shifts from 7:30 AM to 4:30 PM and 4:30 PM to 1:30 AM IST on a rotational basis. This individual will be a part of the Client Service Enablement, Data & Support team, working closely with a small team of business analysts, data stewards and data researchers, along with product and program managers. Responsibilities . Provide friendly and personable first and second-level support to CRM users and business teams across the globe by answering queries, providing resolution, and also managing expectations. . Provide troubleshooting solutions for the CRM tool issues that affect usage. Reproduce issues in-house and respond to stakeholders in a timely manner. . Analyze complex functional and technical user issues, identify problems, and develop and implement logical conclusions and effective solutions. . Escalate incidents that cannot be resolved based on specified time frames to relevant team members. . Identify, analyze, and document solutions to reoccurring field issues for internal communications and inclusion in support knowledgebase for Service Center triage and resolution. . Strong collaboration skills and a highly motivated team player. Ability to take initiative and find ways to get things done.Qualifications we seek in you! Minimum Qualifications . To be successful in this role, the individual must have following technical and functional skills:

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. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.
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