Tier 2 Triage – Senior Process Associate – English – On Site Dublin, Dublin
Client:
Location:
Dublin, Ireland
Job Category:
Other
EU work permit required:
Yes
Job Reference:
7965fe37f9c1
Job Views:
5
Posted:
06.02.2025
Expiry Date:
23.03.2025
Job Description:
Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Tier 2 Triage – Senior Process Associate – English – On Site Dublin.
In this role, you will be providing Tier 2 support as Senior Triage Process Developer in Prod Ops teams involving Chats and Emails from customers / end users. You will have hands-on experience in bug triaging issues and may need to audit, analyze, guide, and train the Tier 1 / Tier 2 associates as part of the role.
Responsibilities
1. Provides prompt and efficient service to the client on Tier 2 issues including appropriate escalations to respective teams.
2. Fulfill and maintain acceptable performance metrics such as quality, productivity, and attendance.
3. Actively seek solutions through logical reasoning.
4. Demonstrates strong problem-solving capabilities and assists customers in case of any issues.
5. Become and remain knowledgeable about products and community standards.
6. Strong interpersonal skills, verbal and written communication skills, and most importantly, empathy.
7. Investigate and resolve issues that are reported around bugs encountered across various platforms.
8. Identify inefficiencies in workflows and suggest solutions.
9. Gather, analyze, and utilize relevant data to develop ways to improve the overall user experience on the site.
10. Understand and remain up to date with client policies and guidelines; resolve inquiries according to defined policies and procedures.
11. Provide Email/Chat, back-office operations support and troubleshoot, resolve issues and provide third-party app support & testing.
Preferred Qualifications/Skills
1. Strong analytical/coding and communication skills.
2. Ability to be flexible, multitask, and learn in a fast-paced environment.
3. Customer-focused and can demonstrate understanding and empathy.
4. Creative problem solver with excellent troubleshooting skills.
5. Analyzing product quality and stability issues.
6. Self-driven nature with strong attention to detail and follow-through.
7. Ability to stay focused under pressure, prioritizing and managing multiple projects simultaneously in a fast-paced environment.
What can we offer?
1. Attractive salary.
2. Work in a multicultural environment.
3. Various trainings (initiating, soft skills).
4. Possibility of development.
Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit.
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