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 [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 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. 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.


Qualifications we seek in you
Minimum Qualifications
• To be successful in this role, the individual must have following technical and functional skills:
• A Bachelor's university degree with demonstrated high academic achievement.
• 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.

Preferred Qualifications/ Skills
• 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.
• Ability to learn new technologies and processes and use your newfound expertise to support users of marketing systems.
 

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. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.