Process Associate - Customer Care Job in Bengaluru at Genpact

Genpact is hiring for the role of Process Associate - Customer Care!

Responsibilities of the Candidates:

• Technical Support for Intel Onboard Fleet Services SaaS Component, including customer problems, questions, payment issues, etc.
• Technical support for Mobileye 8 Connect hardware.
• Pre-sales support for Intel® Onboard Fleet Services, addressing questions from potential customers.
• Support technical queries for Intel hardware: NUCs, Processors, Wireless, Graphics, Intel Unison, Ethernet Products etc. and OEM Products (laptops etc.)   via Call, Chat and Email.
• Perform troubleshooting to fix the customer issues via Call, Chat and Email. 
• Perform RAS (Remote Access Session) when required via Chat and Phone.
• Expected to take 25 to 30 calls a day. (AHT 6-9 mins).
• Follow-ups via Email and phone on cases.
• Knowledge base Article creation for handling queries.
• Identify and own Lean and Transformation projects.

Requirements:

• Should be fluent in relevant languge e.g. English, Hindi, Telugu, Arabic (If Applicable).
• Should have a bachelor’s degree or higher, (B. Tech/ BCA/BSc Computer Science will be preferred).
• Good communication skills, both written and oral, and should be able to handle client interaction.
• Basic Knowledge on Microsoft Office, Windows Operating Systems, Intel hardware.
• Good Knowledge of Desktop/Servers, Intel hardware: NUCs, Processors, Wireless, Graphics, Intel Unison, Ethernet Products etc. and OEM Products (laptops etc.).
• Ability to manage multiple priorities. 
• Customer Experience & Process Improvement Capabilities.