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Tier 2 Senior Triage – Management Trainee– English – On Site Dublin

Tier 2 Senior Triage – Management Trainee– English – On Site Dublin

GenpactDublin, Ireland
8 days ago
Job description

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Client : Location : Dublin, Ireland

Job Category : Other

EU work permit required : Yes

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Job Reference : d8840fe0f01d

Job Views : 4

Posted : 30.06.2025

Expiry Date : 14.08.2025

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Job Description : 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 Tier 2 Senior Triage –Management Trainee– English – On Site Dublin In this role, you will be providing Tier 2 support in Prod Ops teams involving Chats and Emails from customers / end users.

You will have hands on experience on bug triaging issues and may need to audit, analyze, guide and train the Tier 1 / Tier 2 associates as part of the role.

Responsibilities

  • Provides prompt and efficient service to the client on Tier 2 issues including the appropriate escalations to respective teams.
  • Fulfil and maintain acceptable performance metrics such as quality, productivity, and attendance.
  • Actively seek solutions through logical reasoning
  • Demonstrates strong problem-solving capabilities and assist customers in case of any issues
  • Become and remain knowledgeable about products and community standards
  • Strong interpersonal skills, verbal and written communication skills and most importantly empathy
  • Investigate and resolve issues that are reported around bugs encountered across various platforms
  • Identify inefficiencies in workflows and suggest solutions
  • Gather, analyse and utilize relevant data to develop ways to improve the overall user experience on the site
  • Understand and remain up to date with client policies and guidelines; resolve inquires according to defined policies and procedures.
  • Provide Email / Chat, back-office operations support and troubleshoot, resolve issues and provide third-party app support & testing.
  • Guide and coach QAs to improve and sustain performance.
  • Passionately tell the story of why Quality matters, build consensus, and inspire others to move fast on fixing problems.
  • Drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basis.
  • Manage investigations of escalations, to understand the root cause.

Qualifications we seek in you!

Minimum Qualifications / Skills

  • Bachelor's or equivalent in computer science or related field
  • Relevant experience providing Enterprise Support in a technical environment including bug reporting & triage process experience

    • Preferred Qualifications / Skills

  • Strong analytical / coding and communication skills
  • Ability to be flexible, multitask and learn in a fast-paced environment
  • Customer-focused and can demonstrate understanding and empathy
  • Creative problem solver with excellent troubleshooting skills
  • Analyzing product quality and stability issues
  • Self-driven nature with strong attention to detail and follow-through
  • Ability to stay focused under pressure, prioritizing and managing multiple projects simultaneously in a fast-paced environment
  • Engineering and / or hands-on programming experience
  • Experience working with APIs, plugins and SQL database
  • Good to have experience with tools such as Tableau, Unidash, Scuba, Google Drive environment
  • Continuous Improvement mindset
  • SDLC Knowledge and understanding

    • What can we offer?

  • Attractive salary;
  • Work in a multicultural environment;
  • Various trainings (initiating, soft skills);

    • Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit.

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