Process Associate (HMS)

Job Description - Process Associate (HMS046565)

Process Associate - HMS046565

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, Trust and Safety!

In this role, you will support customers in French via Chat, email, and other support tools.

Responsibilities

• Assist our community and help resolve inquiries empathetically, accurately and on time while providing global support to Meta’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

In the context of this role, individuals may be exposed to explicit content and will need a level of resilience and maturity. Our employees’ well-being, health, and safety will be taken care and we will ensure the necessary support and resources be made available to fulfill the responsibilities of the role.

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.
• 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.
• 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

Qualifications we seek in you!

· Diploma/Advanced/Higher/Graduate Diploma in any field.

· Some degree of further education/college

· Effective, clear, and professional written communication in French/English to support clients (Read and write grammatically correct sentences) via Chat, Email, and other support tools.

· Fresh graduate or candidate with experience in service support/related field

· Must be able to commit to 24 X 7 rotating shift.

· Must be able to work on weekends and public holidays.

· Flexibility to take on multiple tasks, problem-solving/critical thinking skills.

· Demonstrates composure, professional attitude, and technical (Computers, Internet) savvy.

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. Get to know us at genpact.com and on LinkedIn , X , YouTube , and Facebook .

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.