Genpact | Senior Technical Support Specialist | schenectady, ny
1 month ago
We seek technically proficient candidates with strong interpersonal abilities for the role of Technician- Support Analyst. Support technicians diagnose technical issues, offer prompt customer assistance, and facilitate the implementation of new applications. Effective communication is vital as they engage directly with customers and produce written documentation.
Responsibilities
Conduct remote troubleshooting following established procedures.
Coordinate with site teams and customer centers to address network interruptions.
Respond promptly to customer requests and escalate issues when necessary.
Adhere to standardized procedures for efficient operations.
Communicate effectively with internal and external stakeholders.
Document all activities according to guidelines and using digital tools.
Manage shift schedules for team members and assign/distribute the daily workload to specific employees based on their role, skill, and the complexity of the work.
Coordinate with clients and support groups, such as IT & Logistics, to manage process changes, ensuring smooth implementation within the team and maintaining continuous business continuity.
Provide first level of escalation support to the team in case of exception management.
Oversee shift handover processes, including sharing and documenting any crucial updates for incoming shifts and shift leads that affect operations.
Qualifications we seek in you
Minimum Qualifications
High school diploma or equivalent required.
Ability to work independently.
Excellent PC skills, experience using MS Office, MS Outlook, and Excel.
Must be able to work variable shifts required for a 24x7 operation.
Excellent attention to detail and organizational skills.
Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment.
Preferred Qualifications/ Skills
Proficient in renewable energy generation.
Experienced in industrial plant maintenance.
Skilled in maintenance and troubleshooting of Programmable Logic Controllers (PLCs).
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