Process Associate

Ready to build the future with AI?  

At Genpact, we don’t just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to 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 advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.   

Inviting applications for the role of Process Associate, Customer Service 

 
In this role, you will be responsible in handling and assisting end to end business Customers. You are expected to support client end to end users about their basic IT requirements like Password reset, account unlock, Outlook, VPN, peripheral issues, Service Now and other business applications. 

Task And Responsibilities

• Provide 24X7 Service Desk Support  
• Contact channels through which end users can request for support is email, phone, mobile app, chat (including virtual assistance) & self service 
• Provide incident & request management as per the IT Infrastructure Library (ITIL) framework. 
• Service Provider shall staff a single point of contact for internal Otsuka end users, through a US, central telephone number capable of routing callers to the appropriate Service Provider Personnel in the most efficient manner practicable. 
• Recording incidents and service requests in ServiceNow. 
• Performing call prioritization and regularly (as directed by Otsuka and upon any subsequent request from an end user) informing end users of ticket status. 
• Monitoring queues for incidents or service requests that require resolution. 
• Providing end users with a ticket reference number associated with such issue until such end users agree such ticket is resolved. 
• If needed, transfer the ticket per approved escalation criteria and procedures to another Service Provider support group (e.g., IT Systems support) or another third party (if allowed pursuant to approved procedures). 
• If unresolved within specified and approved timeframe, transferring tickets to a higher level of support (e.g., level 2). 
• On receipt of a support request, a ticket is raised in ServiceNow and triaged by the support agent. The agent will attempt to troubleshoot the issue following SOPs, if required over a Bomgar remote session. They will invite L2/L3 support in the same session to get the issue resolved, as needed. 
• Performing first call troubleshooting and first call resolution of incidents, including password resets, e-mail, office productivity tools, logon issues, printing, Wi-Fi issues, mobile devices, custom applications (including complying with provided scripts) and other first call resolution issues 
• Maintaining single point of accountability for the resolution of the incident even if support is performed by a third party. 
• Defining a methodology for interfacing with level 2 and 3 support teams or external teams required to resolve an issue or provide a workaround 
• Ensuring Service Desk personnel possess the appropriate skills and qualifications to provide technical Service Desk Services, including effective oral and written communication skills and a customer-focused attitude (i.e., correct, polite, helpful, understanding, clear and understandable language speaking, listening and writing skills). 
• Ensuring Service Desk Service Provider Personnel have adequate training and documentation to stay current on new products, Services, Equipment, Software, and technologies used by Otsuka. 

Qualifications we seek in you! 

Minimum Qualifications

• High School Graduate • Relevant/Significant Year IT service desk experience in a Technical Troubleshooting function or the equivalent.
• Technical background is required

Preferred Qualifications/ Skills

• Great attention to details.
• Logical thinker. • Hardware and Networking Support experience is preferred.
• Ability to deal with difficult callers.

Why Join Genpact?

• Lead AI-first transformation – Build and scale AI solutions that redefine industries  
• Make an impact – Drive change for global enterprises and solve business challenges that matter  
• Accelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills  
• Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace  
• Committed to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build  
• 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.