Process Associate

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, Customer Care, [Network]!

Provides primary support to customers encountering problems using the products and network solutions. Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Facilitates inquires through systems in order to provide answers to common questions and problems related to network. Resolves customer concerns raised during installation, operation, and maintenance of managed client network. Documents customer information and recurring technical issues to support product quality programs and product development 

Responsibilities •    Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket •    Creates case logs, record information, establish resolution time, follow up on issues, and escalate complex issues •    Assesses issues and establish a course of action to guide the client/associate to timely resolution of inquiry •    Troubleshoots problems with networks and recommends corrective action •    Attends training courses as required and stay abreast of evolving internal processes and industry developments •    Works in a team environment and assist team members on various issues •    Provides other ad hoc support and duties as assigned •    Works in an environment with competing priorities 

Qualifications we seek in you! Minimum Qualifications / Skills •    BCA / B Tech / MCA (Computer Graduate) with relevant experience in PC desktop support or technical support experience with client/customer contact •    CCNA Trained / Certified (or Other Network certifications - Cisco, Meraki, etc.) •    Strong knowledge of routing and switching technologies – EIGRP, BGP, OSPF, DHCP, DNS, IPSEC, GRE, DMVPN etc. •    Experience on SDWAN technologies – Velo cloud (Edge510, 540, 6X0, 800, 2000, 3X00) •    Performing enhanced troubleshooting in the network – Cisco, Meraki and SDWAN •    Able to engage with US based ISPs to fix the issue. •    Experience on network monitoring tools like PRTG, SolarWinds  •    Configuration of WAN/public IPs on Router, SDWAN, ASA etc.  •    Experience on Wireless networks – Meraki (MR series) and Cisco AIR •    Experience on firewall technologies – FortiGate (80D, 100F, 200E)  •    Experience with Computer Telephony Integration (CTI) •    Knowledge on CUCM, Cisco Jabber •    Understanding of VoIP, SIP Protocols  •    Experience with administering Cisco Telephony products (Call Manager, Unity, UCCX) •    Experience working with BroadSoft Unified Communications systems preferred •    Experience with administering a Private Branch Exchange (PBX) phone system required •    Experience using a ticketing System such as Clarify, Remedy, or Footprints

Preferred Qualifications/ Skills •    Minimum CCNA Certified or have worked on Cisco Devices •    Problem solving ability •    Ability to document, track and monitor a problem/issue to a timely resolution •    Strong negotiation skill; strong verbal and written communication skills along with prioritization of duties  •    Automotive industry experience (desirable) •    Willing to work in Night shifts (US Process)

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. 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.