Technical Support Specialist

12 hours ago

Schenectady, New York, United States Genpact Full time
Job Title: Technician Support Analyst

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 using 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, providing clear and concise communication.
  • Document all activities according to guidelines and using digital tools, ensuring accurate and up-to-date records.
  • Manage shift schedules for team members and assign/distribute daily workload based on role, skill, and complexity of work.
  • Coordinate with clients and support groups, such as IT & Logistics, to manage process changes and ensure smooth implementation.
  • Provide first-level escalation support to the team in case of exception management and oversee shift handover processes.
Requirements:
  • 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.
Preferred Qualifications:
  • 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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