Management Trainee - Application Support L1
Genpact
Noida, India
1d ago

Responsibilities

  • Take ownership of customer issues reported and see problems through to resolution
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Prepare accurate and timely reports
  • Post patching issue gets more people to apply for job role resolution. Provide and document RCA & corrective actions on repetitive issues for a permanent fix, Provide Guidance and Support to other IT Team Knowledge Management processes;
  • Provide resolution notes for new issues or work-around; keep team members and team lead aware of changes. Build, develop & maintain updated user self-help documentation and quick reference guides for frequently asked questions about the application.

  • Enable the users to handle activities on their own
  • Qualifications we seek in you!

    Minimum qualifications

  • Bachelor's / Graduation / Equivalent Preferred qualifications
  • Preferred qualifications

  • Ability to deal with ambiguity and define approaches to bring unfocused issues to resolution.
  • Excellent customer-facing skills that include conducting compelling technical briefing & demonstrations including critical issues, status reports, and resolving impediments.
  • The person should have the technical capability to troubleshoot applications, implement new technologies and articulate the solutions to the customer.

  • Ensures project issues are raised on time and resolved at the appropriate levels. Keeps project or delivery teams informed of the overall status
  • Ability to drive compliance & process adherence
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