Description

Responsibilities: Act as the non-technical subject matter expert for designated Intel products, serving as the primary escalation point for Level 2 support. Accept and resolve Level 1 non-technical escalations; escalate unresolved issues to Intel Level 3 Product Support Engineers as needed. Simulate customer issues to deliver timely solutions within defined service level agreements. Serve as the key liaison with Intel Level 3 Product Support Engineers for product-related escalations and updates. Monitor and evaluate agent interactions to ensure adherence to quality standards and product-specific requirements. Support QA monitoring across contact types (phone, chat, etc.) and assist in case management reviews. Provide mentoring and non-technical training to agents on designated products when process trainers are unavailable. Ensure team competency through ongoing training programs, assessments, and collaboration with process trainers. Identify recurring customer issues and recommend corrective actions to improve service delivery. Assist in generating product-specific reports and performance insights. Alert management to potential quality or technical concerns and coordinate additional training as needed. Represent the Voice of the Customer and Voice of the Agent to Intel, advocating for improvements and feedback. Support process trainers and management with reporting, SOP updates, and other operational tasks.

Qualifications

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

APICS Certified in Production and Inventory Management (CPIM) - Lincoln Land Lincoln Land, Certified Data Management Qualified - Riversand Riversand, Certified Implementation Specialist - Customer Service Management - Service NowService Now

Required Skills

Banking Capital Markets,



Customer Care, Customer Experience (CX), Customer Service, Data Management, Online Customer Support

Language

English (Required)

Language Proficiency -

Advanced - C1

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care - Non - Voice

Remote Type -

Office

Work Shift -

Day Job (India)

Why join Genpact?
• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• 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.

📌 Specialist - Customer Care - Non - Voice 4A (India)
🏢 1401 Genpact India
📍 India