Tier 2 Senior Triage – Senior Process Associate – English – On Site Dublin
- Dublin
- Permanent
- Full-time
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 Tier 2 Senior Triage – Senior Process Associate – English – On Site DublinIn this role, you will be providing Tier 2 support as Senior Triage Process Developer 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.ResponsibilitiesProvides 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 reasoningDemonstrates strong problem-solving capabilities and assist customers in case of any issuesBecome and remain knowledgeable about products and community standardsStrong interpersonal skills, verbal and written communication skills and most importantly empathyInvestigate and resolve issues that are reported around bugs encountered across various platformsIdentify inefficiencies in workflows and suggest solutionsGather, analyze and utilize relevant data to develop ways to improve the overall user experience on the siteUnderstand 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.Qualifications we seek in you!Minimum Qualifications / SkillsBachelor’s or equivalent in computer science or related field1-2 year of experience providing Enterprise Support in a technical environment including bug reporting & triage process experiencePreferred Qualifications/ SkillsStrong analytical/coding and communication skillsAbility to be flexible, multitask and learn in a fast-paced environmentCustomer-focused and can demonstrate understanding and empathyCreative problem solver with excellent troubleshooting skillsAnalyzing product quality and stability issuesSelf-driven nature with strong attention to detail and follow-throughAbility to stay focused under pressure, prioritizing and managing multiple projects simultaneously in a fast-paced environmentTechnical SkillsEngineering and/or hands-on programming experienceProgramming and scripting experience (PHP, Python, JavaScript)Experience working with APIs, plugins and SQL databaseGood to have experience with tools such as Tableau, Unidash, Scuba, Google Drive environmentKnowledge of standard web technologies such as PHP, XHTML, CSS, JavaScript and accessibilityContinuous Improvement mindsetSDLC Knowledge and understandingWhy 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
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.