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Assistant Manager - Application Support L2

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.
Transformation happens here. Come, be a part of our exciting journey!
Are you the one we are looking for?
We are inviting applications for the role of Assistant Manager - Application Support L2!
In this role, you will be a part of the Cora support team who will take ownership of customer issues reported and see problems through to resolution

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, this 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!

•    Bachelor's/Graduation/Equivalent Preferred qualifications 
•    Good Understanding of Salesforce platform (Admin and Code level understanding)

Preferred qualification
•    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

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, client focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube

Job: Assistant Manager

Job ID: COR021000

Primary Location: India - Noida

Education Level: Bachelor's / Graduation / Equivalent

Job Posting: Nov 23, 2021

Master Skills List: Digital

Job Category: Full Time