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 Process Associate - Trust and Safety -English
In this role, you will be providing support to bug triaging on online client platforms involving Emails from customers / end users

Responsibilities
• Provides prompt and efficient service to the client on Tier 1 issues including the appropriate escalation of any issues to Tier2 SMEs or higher
• Fulfil and maintain acceptable performance metrics such as quality, productivity, and attendance.
• Actively seek solutions through logical reasoning
• Demonstrates strong problem-solving capabilities and assist customers in case of any issues
• Become and remain knowledgeable about products and community standards
• Strong interpersonal skills, verbal and written communication skills and most importantly empathy
• Investigate and resolve issues that are reported around bugs encountered across various platforms
• Identify inefficiencies in workflows and suggest solutions
• Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site
• Understand and remain up to date with client policies and guidelines; resolve inquires according to defined policies and procedures.

Qualifications we seek in you
Minimum Qualifications / Skills
• Diploma/Advanced/Higher/Graduate Diploma in any field

• Proven track record of success in service support or related fields, with demonstrated ability to resolve customer issues and improve overall service quality

• Must be able to commit to 24x7 rotating shift

• Must be able to work on Weekends and Public Holidays
Preferred Qualifications/ Skills
• Exceptional Communication: Excellent written and verbal communication skills, with ability to articulate complex ideas clearly and concisely
• Collaborative Mindset: Proven ability to work effectively in teams, fostering open communication, active listening and constructive feedback
• Analytical Thinking: Strong critical thinking and problem-solving skills, with capacity to analyze complex information/data, identify patterns and draw informed conclusions
• Demonstrates composure, professional attitude, and technical (Computers, Internet) savvy

Technical Skills
• Technical services support experience (preferred): Proven experience with debugging and troubleshooting techniques, with ability to diagnose and resolve complex technical issues
• Basic understanding of Product and Technical issues: Strong technical skills, with in-depth knowledge of relevant technologies, systems and tools
• Basic understanding of Problem Solving / Issue resolution: Skilled in analyzing complex technical problems, identifying root causes and implementing effective solutions
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.