Senior Associate

Ready to shape the future of work
At Genpact, we don't just adapt to change-we drive it. 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, tech-driven environment, love solving real-world problems, and want to be part of a team that's shaping the future, 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 Senior Associate - Production Support Agent

As a Production Support Agent, you will play a pivotal role in our commitment to customer satisfaction and the seamless operation of our products and services.

You will serve as the first point of contact for our customers, adeptly handling and resolving technical issues using established procedural documents. In addition, you will collaborate with our Engineering teams to manage simple internal requests that have runbooks. You will ensure the secure and efficient operation of production systems and services by managing routine but critical support tasks. You will be responsible for responding to system events, executing operational runbooks, and maintaining accurate communications across internal and external stakeholders. This role requires precision, secure data handling, and consistent follow-through on operational procedures.
The Impact You'll Have
.Provide high-quality support and take ownership in responding to inquiries for customer tickets assigned to you.
.You will be handling customer data updates that are done via UI
.Perform user administration tasks, such as account provisioning and access controls, with high attention to compliance and accuracy.
.Responsible for high-quality and timely communications to customers based on tickets submitted.
.Follow the runbooks and procedures to solve customer problems and escalate if necessary.
.Work cross-functionally to resolve issues and provide customer care.
.Handle notifications from various networks and actions as per the documents.
.Run queries to pull data reports.
.Handle secure exchange of PII using PCI-compliant processes
.Respond to customer tickets with timely, clear, and high-quality communication.
.Execute steps from network and system notifications, ensuring proper documentation and action per internal SOPs.
Qualifications we seek in you!
.Strong attention to detail and excellent written communication skills
.Experience using text editors (preferably Sublime)
.Familiarity with SQL for basic data extraction
.Experience in creating and maintaining dashboards
.Understanding of secure data practices, including PCI and IP whitelisting
.Basic technical understanding of APIs, authentication, and system integrations
Preferred Qualifications/ Skills
.Experience with financial services compliance requirements in written communication
.Previous experience using multiple software applications simultaneously while drafting customer responses
.Background in reporting and insights preferred
.Familiarity with digital payment solutions, mobile wallets, or prepaid card programs
.Adaptable and willing to continuously learn new systems and enhance reporting

Why join Genpact
.Be a transformation leader - Work at the cutting edge of AI, automation, and digital innovation
.Make an impact - Drive change for global enterprises and solve business challenges that matter
.Accelerate your career - Get hands-on experience, mentorship, and continuous learning opportunities
.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 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 %27starter kit,%27 paying to apply, or purchasing equipment or training.