Technical Support Specialist
2 weeks ago
We are seeking a highly skilled and detail-oriented Technician Support Analyst to join our team at Genpact. As a key member of our support team, you will be responsible for providing technical assistance to our customers and ensuring the smooth operation of our systems.
Key Responsibilities:- Conduct remote troubleshooting and diagnose technical issues following established procedures.
- Coordinate with site teams and customer centers to address network interruptions and ensure business continuity.
- Respond promptly to customer requests and escalate issues when necessary.
- Communicate effectively with internal and external stakeholders, including clients and support groups.
- 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.
- Provide first-level 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.
- High school diploma or equivalent required.
- Ability to work independently and as part of a team.
- Excellent PC skills, experience using MS Office, MS Outlook, and Excel.
- Ability 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.
- Proficient in renewable energy generation.
- Experienced in industrial plant maintenance.
- Skilled in maintenance and troubleshooting of Programmable Logic Controllers (PLCs).
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, customer focus, and innovation.
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