Technical Support Team Leader

2 weeks ago

Schenectady, New York, United States Genpact Full time

At Genpact, we embrace a startup mentality with over 115,000 inquisitive and bold individuals, collaborating with the world's leading brands while enjoying the journey. Our vision is to innovate in the digital realm, challenge the status quo, and transform the way businesses operate, making a significant impact beyond just financial outcomes.

We are seeking individuals who are not only thinkers but also doers—those who possess an innate curiosity and a desire for continuous learning and growth. We value individuals who thrive on experimentation, seize opportunities, and push boundaries to turn our collective vision into reality. As you contribute to our mission of creating a better world, we are committed to enhancing your intellectual capabilities.

Welcome to the relentless pursuit of excellence.

Position Overview: Technician - Support Analyst

We are looking for technically skilled candidates with exceptional interpersonal skills for the role of Technician - Support Analyst. This position involves diagnosing technical challenges, providing timely customer support, and facilitating the rollout of new applications. Strong communication skills are essential as you will engage directly with clients and produce necessary documentation.

Key Responsibilities:

  • Perform remote troubleshooting in accordance with established protocols.
  • Collaborate with site teams and customer service centers to resolve network disruptions.
  • Respond swiftly to customer inquiries and escalate issues as needed.
  • Follow standardized procedures to ensure operational efficiency.
  • Communicate effectively with both internal and external stakeholders.
  • Document all activities following guidelines and utilizing digital tools.
  • Manage team shift schedules and allocate daily tasks based on individual roles, skills, and task complexity.
  • Coordinate with clients and support teams, such as IT and Logistics, to manage process changes, ensuring seamless implementation and ongoing business continuity.
  • Provide initial escalation support to the team for exception management.
  • Oversee shift handover processes, sharing and documenting critical updates for incoming shifts and leads that impact operations.

Qualifications:

Minimum Requirements:

  • High school diploma or equivalent.
  • Ability to work independently.
  • Proficient in PC applications, including MS Office, MS Outlook, and Excel.
  • Willingness to work variable shifts in a 24/7 operational environment.
  • Strong attention to detail and organizational capabilities.
  • Ability to multitask, prioritize, and work efficiently in a fast-paced setting.

Preferred Qualifications:

  • Experience in renewable energy generation.
  • Background in industrial plant maintenance.
  • Expertise in maintenance and troubleshooting of Programmable Logic Controllers (PLCs).

Genpact is an Equal Opportunity Employer, considering applicants for all positions without regard to race, color, religion, 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 dedicated to fostering a dynamic work environment that values diversity, inclusion, respect, integrity, customer focus, and innovation.

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