📷 Be Part of Our GROWING TEAM and experience a company that VALUES its EMPLOYEES!

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.

Responsibilities:

Assist our community and help resolve inquiries empathetically, accurately and on time while providing global support to our Client’s Customers and Admins
Review previous correspondences in the ticket (if any), gather relevant customer’s information only, verify key aspects, and determine a resolution
Accurately research client issues using designated ticket tracking software
Meet and exceed daily performance metrics related to key performance indicators
Keep up to date with system and product information changes and updates
Handle inbound volumes in an efficient and professional manner
Prioritize and effectively escalate issues to relevant teams for resolution
Make well balanced decisions and personally driven to be an effective advocate for our community
Investigate and resolve issues that are reported on Workplace such as requests for account support and reports of potentially abusive content
Respond to user inquiries with high quality, speed, empathy and accuracy
Identify inefficiencies in workflows and suggest solutions
Recognize trends and patterns, and escalate issues outside the company policy to the global team
Chase any relevant stakeholders to make sure that they’re actively working on the associated tasks

Skillset requirements:

Agreed upon min. English/required language test score based of B2 and above
Strong interpersonal skills, verbal and written communication skills and most importantly empathy
Ability to handle Customer queries through tickets, live chat and voice support
1 year experience in software and/or /hardware technical support within client driven environment

Software:

Technical knowledge and understanding in web technologies, Single Sign On, Account management, APIs, IDPs, Integrations, AD Sync and provisioning

Hardware:

Familiarity with RMA/ Warranty replacement processes
Basic hardware troubleshooting processes
Troubleshooting issues with firmware, and app based problem solving
Comprehension of MAM/ MDM/EMM concepts
Experience with support ticket software (e.g. Zendesk, Intercom, etc.) desirable
Excellent communication skills with the ability to explain a complex subject clearly in writing
Some degree of further education/college desirable
Ability to multitask and coordinate with multiple teams

Working hours: Flexible working hours – 5 days * 9hrs shift including working on weekends/public holidays as required. – Primary shift: 00:00 am to 09:00 am Work location: Dublin / Manila

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

DOCUMENTS REQUIRED upon passing FINAL INTERVIEW:

SSS employment history (SSS static Report)

COE (from previous/most recent employer) or accomplished Exit Clearance Form in the absence of COE

College or high school diploma

Transcript of Records (TOR)

We also have a FREE CALL CENTER TRAINING* with ALLOWANCE* and INCENTIVES*!

Click APPLY NOW and expect a CALL within 24-48 hours from our recruitment team.

*Terms and Conditions Apply.

Japanese Bilingual- Support Specialist Pooling

About Genpact PH