Technical Associate - Application Support 5B

Technical Associate - Application Support Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory , our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI , our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn , YouTube , X , and Facebook . Job Description • Provide 2nd level of support to customers • Answer’s customer queries raised regarding the product. • Troubleshoot customer application software issues and follow ups till completion. • Understand the issue reported by the customer, analyze and report it in the reporting system • Resolve support issues with a focus on root cause analysis to reduce recurring issues. • Work closely with the rest of the support team members to resolve issues quickly and efficiently. • Keep technical skills and product knowledge up to date through self-efforts and internal training. • Maintain high level of customer satisfaction and product quality. • Sharing Dashboard Support Reports to Management. • Experience in production support • Prior experience of working on tickets, application batch fail and trouble support • Good software debugging and troubleshooting skills. • Shifts: Rotational Shift – 16*5 model. • Ability to be learn and apply new processes and tools. • Knowledge of Service Now and JIRA • Seek and resolve production problems with new ideas • Provide technical support to end-users for application-related issues; • Troubleshoot and resolve software problems to minimize downtime; • Collaborate with internal teams to implement and configure software solutions; • Maintain documentation of application configurations and troubleshooting steps; • Monitor application performance and recommend improvements for optimal functionality; • Assist in testing and deploying software updates and patches; • Conduct training sessions for users on application usage and best practices. Qualifications Bachelors - Computer Engineering, Bachelors - Computer Science, Bachelors - Information Technology, Masters - Software Engineering Certifications Cisco Certified Network Associate (CCNA) - Netmetrix SolutionNetmetrix Solution, Oracle Certified Implementation Specialist (Oracle Cloud) - OracleOracle Required Skills Agile Methodology, Collaboration Tools, Design Thinking, Inclusion, ITIL Framework, ITIL Practices, Microsoft Access VBA, Personal Effectiveness, Process Automations, Release Management, Robotic Process Automation, Technical Support, Unix Shell Scripting Language English Language Proficiency - Intermediate - B1 Additional Job Location - Job Type Regular Master Skill List - Application Support Remote Type - Hybrid Work Shift - Flex Time (India) Why join Genpact? • Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter • Make an impact – Help global enterprises solve business challenges that matter • Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead • Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day • Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together. 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 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.