Genpact
Location
Noida | India
Job description
With a startup spirit and 115,000+ curious and courageous minds, we have the expertise to go deep with the world&rsquos biggest brands&mdashand we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We&rsquore harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we&rsquore calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing., People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.
Welcome to the relentless pursuit of better.
Inviting applications for the role of Consultant - Support Specialist
The 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 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.
. Strong English oral and written communication skills and be able to articulate and engage in conversations about complex technical and process related topics. Also understanding and ability to escalate an issue when resolution cannot be reached.
. Demonstrated ability to work independently, with clear guidelines and regular briefings and to make progress on multiple priorities simultaneously. High level of initiative, self-motivation, resourcefulness, collaboration, and patience
. Strong organizational skills with the ability to work well under pressure and balance multiple tasks simultaneously. This is a job in a truly international environment, spread across three continents, which will require working in shifts to accommodate the different time zones of the different stakeholders.
Qualifications Minimum qualifications
. B.E./ B.Tech/ MCA or equivalent
Preferred Qualifications
. Functional and technical support, query resolution, quality improvement ideally within a professional services environment.
. Experience with databases and tools, specifically CRM. Excellent skills in Microsoft Office 2013. MS Dynamics CRM experience is an advantage.
. 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.
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. For more information, visit . Follow us on , , , and .
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